Senior Contact Center Operations Manager
7 days ago
About Us
Centene Corporation is a diversified national organization with 28 million members. We offer a fresh perspective on workplace flexibility and competitive benefits.
Job Summary
We are seeking a Senior Contact Center Operations Manager to oversee and guide our contact center operational processes. The ideal candidate will establish operational targets, best practices, and training programs that support service, quality, and efficiency standards.
Responsibilities
- Oversight of daily operations of contact center teams by planning, directing, and evaluating team performance to ensure customer satisfaction, compliance, and standards.
- Monitoring interactions, workflow, and metrics of the contact center to ensure adherence to performance, quality, and efficiency standards.
- Serving as primary point of contact for contact center and operations employees and resolving complex issues.
- Management and maintenance of policies, procedures, and regulations to ensure compliance requirements are achieved.
- Training and coaching of direct reports for operational improvement within the contact center.
- Evaluation of contact center operations team on performance and providing feedback on improvement opportunities and career growth paths.
Requirements
The ideal candidate will have a Bachelor's degree and 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. Ability to prioritize, perform independent decision making, and manage time effectively preferred.
Compensation
The salary range for this position is $54,000.00 - $97,100.00 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.
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