Manager, 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: 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 Education/Experience: 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. 2 years supervisory experience preferred. Intermediate Excel strongly preferred. Pay Range: $71,000.00 - $127,500.00 per year Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives. 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. Thanks for your interest in Centene and its subsidiary companies. We’re so glad that you’ve decided to fill out an application and take the next step to find your purpose. Also, we’re here to help support you on your candidate journey. Should you need an accommodation, please email recruiting@centene.com. Centene is committed to helping people live healthier lives. We provide access to high-quality healthcare, innovative programs and a wide range of health solutions that help families and individuals get well, stay well and be well.