About this role.
Centene is seeking a Workforce Scheduling Analyst II to analyze contact center workload and optimize staffing schedules for their customer care operations. This fully remote role involves forecasting volumes, evaluating performance metrics like service level and average speed of answer, and developing recommendations to improve efficiency. The position requires a bachelor's degree and 2-4 years of related experience, with a focus on data-driven decision making and independent judgment. Centene offers competitive pay, comprehensive benefits, and flexible work arrangements, making it an attractive opportunity for experienced workforce management professionals.
Role DNA
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Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
3/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Workforce Scheduling Analyst II position at Centene. With a Bachelor's degree and over three years of experience in contact center workforce management, I have developed strong skills in data analysis, scheduling optimization, and performance metric evaluation. I am adept at using tools like Excel and workforce management software to forecast workload and improve service levels while maintaining high staff adherence.
I am eager to contribute to Centene's mission of supporting 28 million members by ensuring that staffing resources are aligned with customer demand. Thank you for considering my application; I look forward to the opportunity to discuss how my background can add value to your team.
Sample interview questions
In my previous role, I used tools like NICE IEX and Aspect Workforce to build and manage agent schedules. I analyzed historical volume patterns and adherence data to optimize shifts, ensuring we met service level targets while minimizing overstaffing. I also adjusted schedules in real-time to handle unexpected absences and call spikes.
First, I would immediately review real-time adherence and identify any available resources from other queues or voluntary overtime. I would then communicate with managers to approve schedule changes and possibly move breaks or training sessions. I'd also analyze the impact on service level and provide a clear update to stakeholders with revised expectations.
Service level, average speed of answer, and staff adherence are critical. I track these metrics to identify trends and bottlenecks. For instance, if service level is low due to high talk time, I might recommend coaching or process improvements. If adherence is poor, I'd work with supervisors to address behaviors and optimize scheduling.
I once recommended shifting a team's breaks to better align with peak hours, which initially met with resistance. I organized a meeting to present the data showing the expected improvement in service level and average speed of answer. I listened to concerns and adjusted the plan to include some flexibility, ultimately gaining buy-in and achieving a 10% improvement in service level.
I use a combination of time management techniques and prioritization based on impact. For example, if a real-time disruption occurs, I address it immediately because it directly affects customer experience. For ongoing tasks like weekly reports, I set aside dedicated time blocks and use checklists to ensure deadlines are met. I also communicate proactively with managers about any changes in priorities.
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.
Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.
100% Remote
Must be available to work a full-time, 40-hour schedule within operating hours of Monday–Saturday, 7:00 AM to 8:00 PM EST.
Position Purpose: Analyzes the contact center’s workload to build resourcing and optimize scheduling plans to meet business objectives and goals. Analyzes some complex scheduling information and develops staffing recommendations.
- Develops staffing schedules to ensure maximum efficiency of resources to meet customer demand
- Analyzes and evaluates contact center patterns, including volumes, trends, and contact center productivities and identifies unexpected absences, deviations from schedules, and other operational disruptions
- Evaluates results of forecasted contact center workload to build resourcing and scheduling plans to meet business objectives
- Analyzes data using a centralized vs. decentralized queue strategy and evaluates how this strategy may impact key performance metrics and staffing plans such as service level, average speed of answer, and contact center staff adherence
- Analyzes and evaluates key performance metrics, such as service level, average speed of answer, and contact center staff adherence, to identify areas for improvement and make data- driven recommendations
- Assesses contact center staff’s productivity and prepares feedback for contact center supervisory staff
- Maintains accurate records of contact center staff’s schedules, time off requests, and other staffing-related information
- Ensures scheduled (e.g., daily, weekly) and ad-hoc reports on the effectiveness and efficiencies of contact center
- Assists in developing policies and procedures for the workforce management unit
- Performs other duties as assigned
- Complies with all policies and standards
Education/Experience:
Requires a Bachelor’s degree and 2 – 4 years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
Ability to prioritize, perform independent decision making, and manage time effectively preferred.
Pay Range: $27.02 – $48.55 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
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