"Alerted.org

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.

**Position Purpose:** Develops tailored forecasts through predictive analytics and adverse-event models to determine demand requirements and ensure sufficient contact center resources are available. Analyzes some complex forecasted data to determine budget and future staffing decisions.

+ Develops, manages, and forecasts volume and resource capacity requirements based on volume trends, stakeholder demand changes, business environment changes, and resource utilization

+ Coordinates with contact center team members and performs all forecasting activities

+ Reviews reports and remediations to improve staffing levels and efficiency

+ Supports business decisions through the preparation of timely and accurate variable forecasts in a high-volume contact center

+ Analyzes data using web tools and other software and prepares recommendations and reports to drive high-impact process improvement efforts

+ Utilizes data analysis and root cause process assessments to identify inefficiencies and areas of improvement

+ Researches and analyzes diversified data to draw valid conclusions and provide remediations

+ Interfaces with contact center senior team members to understand the fast-changing business and make updates where necessary

+ Ensures compliance to all guidelines and optimal utilization of all contact center resources

+ Performs other duties as assigned

+ Complies with all policies and standards

Education/Experience:

+ Bachelor's degree or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

+ 2 – 4 years of related experience.

+ Ability to prioritize, perform independent decision making, and manage time effectively preferred.

+ Experience working in Workforce Management with expertise on forecasting or project management role preferred.

+ Experience with real-time telephony reporting and monitoring strongly preferred.

+ Experience creating and analyzing reports related to call center performance strongly preferred.

Pay Range: $26.50 - $47.59 per hour

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act