Customer Operations Manager, Contact Center

1 week ago


Honolulu, Hawaii, United States Centene Full time
About Us

Centene is a diversified national organization dedicated to providing innovative healthcare solutions. Our commitment to quality and efficiency drives our success.

Job Description

We are seeking a skilled Customer Operations Manager for our Contact Center team. In this role, you will oversee and guide the operational processes of the contact center, ensuring seamless customer interactions.

  • Plan, direct, and evaluate team performance to ensure customer satisfaction and compliance with standards.
  • Monitor interactions, workflow, and metrics to guarantee adherence to performance, quality, and efficiency standards.
  • Serve as primary point of contact for contact center and operations employees, resolving complex issues effectively.
  • Manage and maintain policies, procedures, and regulations to ensure compliance requirements are met.
Responsibilities

Your key responsibilities will include:

  1. Providing training and coaching to direct reports for operational improvement within the contact center.
  2. Evaluating contact center operations team performance and providing feedback on improvement opportunities and career growth paths.
  3. Collaborating with training teams to develop, review, and approve training materials and programs for contact center operations team members.
  4. Supporting contact center operations senior management with onboarding, hiring, and training new employees, recent promotes, and transfers to the department.
Requirements

To succeed in this role, you will need:

  • A Bachelor's degree and 4+ years of related experience or equivalent experience acquired through accomplishments and relevant knowledge.
  • The ability to prioritize, perform independent decision-making, and manage time effectively.
Compensation and Benefits

We offer a comprehensive benefits package, including competitive pay ($54,000.00 - $97,100.00 per year), health insurance, 401K, stock purchase plans, tuition reimbursement, paid time off plus holidays, and flexible work arrangements. Actual pay will be adjusted based on individual skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.

About Centene

Centene is an equal opportunity employer that values diversity and promotes inclusivity. 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.



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