Senior Contact Center Operations Analyst

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: Leads the review and analysis of current complex contact center operational processes to provide data- driven insights related to establishing operational targets, best practices, and training programs that support service, quality, and efficiency standards. Works alongside other team members and other key stakeholders to set objectives and develop improvements to contact center processes.

• Manages the gathering, analyzing, and interpreting contact center’s data and operational processes to prepare reports for management and senior leadership.
• Develops and implements strategic business solutions through research and analysis of data and/or business processes within the contact center.
• Presents alternative options and recommendations for operational improvement, including preparing financial and quality impact analysis and final reports to leadership in recurring meetings.
• Performs preliminary analysis of operational data insights and identifies potential opportunities for operational improvements based on experience and data outputs.
• Manages the analysis of operational inefficiencies and develops improvement opportunities for contact center processes.
• Notifies contact center operations users on known business system defects and issues and provides options for short-term resolutions.
• Facilitates the development and enhancement of data reporting assets (e.g., dashboards, reports, and supporting services) to help them plan, perform, monitor, and identify improvement opportunities for contact center operations.
• Develops tactical action plans to support business process improvement objectives, goals, and strategies.
• Drives the development of desktop procedure documentation of best practices, policies and standards and ongoing training programs that support service, quality, efficiency, and productivity within the contact center.
• Performs other duties as assigned.
• Complies with all policies and standards.

Education/Experience: Requires a Bachelor's degree and 4 – 6 years of related experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Candidate to reside in Florida is preferred

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, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

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.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act