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Workforce Traffic Controller I

Company: Centene Coproration
Location: Chesterfield
Posted on: December 4, 2019

Job Description:

Description: Position Purpose: Handle basic clerical tasks for the department including adjustments to schedules. Process adjustments to current schedules. Monitor real-time reports in Avaya & IEX to ensure the entire call center achieves Service Level by interval. Make decisions to re-skill agents to clear out queues, monitoring call volume and searching for trends. Work with the Workforce Analyst to ensure call spikes are being handled, analyzed and included in future forecasts. Monitor adherence throughout the day and identify unexpected staffing gaps due to absences. Declare AHODs (All hands on Deck) for the various departments. Assist with managing system outages for call centers. Work with Workforce Analyst to help determine vacation/holiday allocation throughout the year.

Keywords: Centene Coproration, Chesterfield , Workforce Traffic Controller I, Accounting, Auditing , Chesterfield, Missouri

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