Centene Corporation Workforce Analyst I in Rego Park, New York
HourlyPosition Purpose: Use ACD phone system to assist with maximizing the effectiveness of scheduling, systems, performance metrics, data analysis, reporting and overall operational functions for all lines of business and all locations. Evaluate staffing adjustments and re skilling of agents as necessary to provide adequate phone coverage.
Monitor real-time call activity at various call centers and make necessary staffing adjustments
Coordinate scheduling of all offices with call center supervisory staff
Monitor agent productivity and provide feedback to call center supervisory staff
Generate reports daily, weekly, monthly, annually and ad hoc. Detail forecasts, plans, schedules and performance, both in advance and in review
Identify, evaluate and report call center issues and differentiate between workflow, technical, external or staffing
Work directly with the department head on strategic planning and new business implementation and forecasting
Forecasting, scheduling functions
Monitoring of the retention queues to ensure it is within established benchmarks adherence
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
Provides analytical support for special projects
Education/Experience: High school diploma or equivalent. Bachelors Preferred. 5+ years of customer service experience. Working knowledge of telephony systems and call center technology and vocabulary. Experience with manpower planning and scheduling. Experience with forecasting and trending. Proficiency with all MS Office applications including Excel. Call center and service level experience preferred.
NICE IEX Workforce skills Preferred
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.
TITLE: Workforce Analyst I
LOCATION: Rego Park, New York
COMPANY: Health Insurance Operations
POSITION TYPE: Hourly
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