Supervisor, Contact Center Operations
Centene Corporation
full-time
Posted on:
Location Type: Hybrid
Location: Florida • United States
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Salary
💰 $56,200 - $101,000 per year
About the role
- Oversees and offers guidance around current contact center operational processes
- 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
- Monitors interactions, workflow, and metrics of the contact center
- 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
Requirements
- Requires a Bachelor's degree and 4+ years of related experience
- Equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position
- Must be authorized to work in the U.S. without the need for employment-based visa sponsorship
Benefits
- competitive pay
- health insurance
- 401K and stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operational processesperformance evaluationtraining programscompliance requirementscontact center metricsworkflow monitoringpolicy managementcoachingonboardingemployee training
Soft skills
guidanceteam performance managementissue resolutioncollaborationfeedback provisionorganizational skillscommunicationleadershipproblem-solvinginterpersonal skills
Certifications
Bachelor's degree