Business Analyst, Data
Brown & Brown Insurance
AWSAzureCloudGoogle Cloud PlatformInformaticaTableau
Workforce Real-Time Management Analyst I
Centene Corporation
full-time
Posted on:
Location Type: Remote
Location: Remote • Connecticut, Florida, New Jersey, Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $23 - $38 per hour
Job Level
JuniorMid-Level
Tech Stack
AWS
About the role
- Leverages real-time analytics to monitor contact center call traffic
- Reflects current workforce operational targets and predicts resource demands
- Works closely with senior workforce team members to optimize simple contact center capabilities
- Performs real-time monitoring of queue metrics and contact center staff performance within internal systems
- Assists with managing real-time response to events and incidents, and escalating to appropriate teams when needed
- Assists in managing real-time allocations of resources, prioritizing certain channels as necessary
- Monitors real-time adherence to schedules for team members and provides feedback to leaders in real-time
- Acts as primary point of contact for daily scheduling questions, issues, or changes
- Creates scheduled (e.g., daily, weekly) and ad-hoc reports on various performance metrics
- Processes new hire profiles in internal workforce management tool and links call management systems to reflect real time activity
- Modifies, cancels, or re-prioritizes planned or shrinkage under direct guidelines from senior team members
- Performs other duties as assigned
- Complies with all policies and standards
Requirements
- Requires a Bachelor's degree and 0 – 2 years of related experience
- Equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position
- Experience as project lead handling large projects in similar domain preferred
- Experience with IEX, Avaya CMS Supervisor, Verint, AWS, Aspect, and Workforce Management is preferred
- Proficiency in Excel is preferred
Benefits
- competitive pay
- health insurance
- 401K and stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
real-time analyticsqueue metrics monitoringresource allocationperformance metrics reportingworkforce managementExcel
Soft skills
communicationteam collaborationproblem-solvingfeedback provisionadaptability
