You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
Position Purpose:
The Director, Workforce Management serves as a business leader who will be responsible for building, managing, and owning workforce management strategy, process, and execution across contact center universe. Fully responsible for achieving regulatory service level requirements through maximized utilization of resources. Ongoing responsibilities will also focus on long-term operations, capacity planning, processes, and tool development to optimize our staffing strategy.
Maintain a working knowledge of the entire utilization management operations as well as project operation.
Maintain short term/long term staffing forecast guide.
Review the reporting of workforce planning strategy through local workforce teams and plan accordingly.
Oversees forecast of authorization and review volume, analyze historical authorization and review volume; project budgetary expenses, determine future costing.
Develops and directs the implementation of strategies to substantially improve efficiencies and service provided while reducing costs.
Oversees necessary projects that are required from a telecom perspective and ensures successful implementation.
Facilitates the development and implementation of goals and performance standards.
Manages processes and projects that are aligned directly to operational goals and budgets.
Plans, conducts and directs work on complex projects/programs necessitating the origination and application of new and unique approaches.
Establishes objectives, schedules, and cost data of business function being managed.
Sets integration priorities, develops growth strategies, and manages resources for new business opportunities.
Maintain documented contingency plan and implement remediation actions to ensure compliance with Corporate requirements.
Oversees the analysis of utilization performance history to determine optimum off production activities as well as shrinkage and occupancy goals.
Manage process improvement initiatives.
Performs other duties as assigned.
Complies with all policies and standards
Education/Experience:
A Bachelor's Degree in a related field or equivalent experience required. A Master's Degree in business administration or analytical field (statistics, finance, industrial engineering, etc.) preferred.
7+ years of professional level experience in a contact center or operations environment, with at least 3 in workforce management.
Experience to include strategy development, identifying and implementing process improvements, presenting to senior management, and strong analytical background.
Previous management experience including responsibilities for hiring, training, assigning work and managing performance of staff.
Pay Range: $145,100.00 - $268,800.00 per yearCentene 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
