Manager, Contact Center Operations

Centene Corporation

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. Qualified candidates must reside in the state of Kansas Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT. Position Purpose: Manages 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. Works with contact center staff with day-to-day oversight and resources for contact center operations. Monitors interactions, workflow, and metrics of the contact center to ensure adherence to performance, quality, and efficiency standards Collaborates and oversees senior contact center operations employees to resolve complex issues Reviews performance reports to develop strategic ways to address identified issues and provides feedback to contact center operations team to improve quality of contact center operations results Manages and maintains policies, procedures, and regulations to ensure compliance requirements are achieved based on prior knowledge and experience Manages daily operations of contact center teams by planning, directing, and evaluating team performance to ensure customer satisfaction, compliance, and standards Collaborates with leaders in areas across the contact center to develop strategies to improve performance and employee retention Collaborates with training teams to develop, review, and approve of appropriate training materials and/or programs for contact center operations team members Provides training and coaching to direct reports for operational improvement within the contact center Supports contact center operations senior leadership with onboarding, hiring, and training new employees, recent promotes, and transfers to department Performs other duties as assigned Complies with all policies and standards

Requirements

Requires a Bachelor's degree and 5+ years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
Must reside in the state of Kansas
Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.
Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.

Nice To Haves

2+ years supervisory experience preferred.

Responsibilities

Manages 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.
Works with contact center staff with day-to-day oversight and resources for contact center operations.
Monitors interactions, workflow, and metrics of the contact center to ensure adherence to performance, quality, and efficiency standards
Collaborates and oversees senior contact center operations employees to resolve complex issues
Reviews performance reports to develop strategic ways to address identified issues and provides feedback to contact center operations team to improve quality of contact center operations results
Manages and maintains policies, procedures, and regulations to ensure compliance requirements are achieved based on prior knowledge and experience
Manages daily operations of contact center teams by planning, directing, and evaluating team performance to ensure customer satisfaction, compliance, and standards
Collaborates with leaders in areas across the contact center to develop strategies to improve performance and employee retention
Collaborates with training teams to develop, review, and approve of appropriate training materials and/or programs for contact center operations team members
Provides training and coaching to direct reports for operational improvement within the contact center
Supports contact center operations senior leadership with onboarding, hiring, and training new employees, recent promotes, and transfers to department
Performs other duties as assigned
Complies with all policies and standards