Supervisor, Contact Center Operations

Centene

3d•Remote

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. 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. This position is primarily remote. However, location near Tampa Bay, Florida is preferred to be able to come into the office as needed. 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

Requirements

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.

Responsibilities

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