Lead Contact Center Systems Analyst

Centene Corporation•Northampton, MA

2d•$87,000 - $161,300•Hybrid

About The Position

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 the collection, analyzing, and monitoring of contact center activity data to recommend technology system improvements that support business strategies. Ensures contact center systems are working efficiently and effectively while developing future solutions. Oversees the effort in the implementation process and overall solution design, including business requirements, design, development, and testing of technology system improvements Provides insight and guidance in analyzing, evaluating, and developing specifications and/or requirements of system to ensure systems are working effectively Monitors ongoing process improvements, enhancements, and technology upgrades and regularly communicates progress and impact to senior management Oversees data analysis, user acceptance testing, and root cause process assessments to identify inefficiencies and areas of improvement based on findings Identifies opportunities based on insights synthesized from available reports and prior experience to streamline business processes and improve user experience Prioritizes mitigation of system issues and process improvement with senior management based on severity and impact to business operations Oversees implementation of business requirements into application definitions, workflows, business processes, and solutions Validates training material accurately reflect new features and system upgrades Reviews and refines user manuals and documentation on program development, logic, and coding Leads implementation of best practices for scalability, supportability, maintenance, and system performance and communicates impact to senior management Performs other duties as assigned Complies with all policies and standards

Requirements

Requires a Bachelor's degree and 5 – 7 years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Responsibilities

Oversees the collection, analyzing, and monitoring of contact center activity data to recommend technology system improvements that support business strategies.
Ensures contact center systems are working efficiently and effectively while developing future solutions.
Oversees the effort in the implementation process and overall solution design, including business requirements, design, development, and testing of technology system improvements
Provides insight and guidance in analyzing, evaluating, and developing specifications and/or requirements of system to ensure systems are working effectively
Monitors ongoing process improvements, enhancements, and technology upgrades and regularly communicates progress and impact to senior management
Oversees data analysis, user acceptance testing, and root cause process assessments to identify inefficiencies and areas of improvement based on findings
Identifies opportunities based on insights synthesized from available reports and prior experience to streamline business processes and improve user experience
Prioritizes mitigation of system issues and process improvement with senior management based on severity and impact to business operations
Oversees implementation of business requirements into application definitions, workflows, business processes, and solutions
Validates training material accurately reflect new features and system upgrades
Reviews and refines user manuals and documentation on program development, logic, and coding
Leads implementation of best practices for scalability, supportability, maintenance, and system performance and communicates impact to senior management
Performs other duties as assigned
Complies with all policies and standards