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Workforce Traffic Controller I

Company: Cenpatico
Location: Chesterfield
Posted on: December 4, 2019

Job Description:

Workforce Traffic Controller I USA-Missouri-Chesterfield 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. Education/Experience: High school diploma or equivalent. 1+ years of call center or customer service experience. Holiday coverage required. Shift is Monday-Friday from 1:00pm-9:00pm with rotating weekends every 4 weeks. Weekend shift is 3:00pm-11:00pm, will receive off days during the week when weekend rotation occurs. 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. Health Insurance Operations Full-time

Keywords: Cenpatico, Chesterfield , Workforce Traffic Controller I, Accounting, Auditing , Chesterfield, Missouri

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