Supervisor, Contact Center Operations
Centene Corporation
full-time
Posted on:
Location Type: Remote
Location: Anywhere in the World
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Salary
💰 $56,200 - $101,000 per year
About the role
- 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
- 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
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.
Soft Skills
leadershipcoachingperformance evaluationproblem-solvingcollaborationtraining developmentcommunicationoversightresource managementoperational improvement
Certifications
Bachelor's degree