Supervisor, Contact Center Operations

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.
Position Purpose: Oversees and offers guidance around current contact center operational processes to establish operational targets, best practices, and training programs that support service, quality, and efficiency standards. Supports contact center staff with day-to-day oversight and resources for contact center operations.
Oversees daily operations of contact center teams by planning, directing, and evaluating team performance to ensure customer satisfaction, compliance, and standards
Monitors interactions, workflow, and metrics of the contact center to ensure adherence to performance, quality, and efficiency standards
Serves as primary point of contact for contact center and operations employees and resolves complex issues
Manages and maintains policies, procedures, and regulations to ensure compliance requirements are achieved
Provides training and coaching to direct reports for operational improvement within the contact center
Evaluates contact center operations team on performance and provides feedback on improvement opportunity and career growth path
Collaborates with training teams to develop, review, and approve of appropriate training materials and/or programs for contact center operations team members
Supports contact center operations senior management with onboarding, hiring, and training new employees, recent promotes, and transfers to department
Performs other duties as assigned
Complies with all policies and standards
Education/Experience: Requires a Bachelor's degree and 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.
Our Comprehensive Benefits Package: Flexible work solutions including remote options, hybrid work schedules and dress flexibility, Competitive pay, Paid time off including holidays, Health insurance coverage for you and your dependents, 401(k) and stock purchase plans, Tuition reimbursement and best-in-class training and development.
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.