Contact Center Operations Analyst II

4 weeks ago


Jefferson City, Missouri, United States Centene Corporation Full time

Job Summary:

Centene Corporation is seeking a highly skilled Contact Center Operations Analyst II to join our team. As a key member of our operations team, you will be responsible for driving the review and analysis of current contact center processes to provide data-driven insights related to establishing operational targets, best practices, and training programs that support service, quality, and efficiency standards.

Key Responsibilities:

  • Drive the review and analysis of current 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.
  • Work alongside other team members and key stakeholders to develop improvements to contact center processes.
  • Gather, analyze, and interpret contact center data and operational processes to identify risk areas and prepare reports for management and senior leadership.
  • Support the development and implementation of strategic business solutions through research and analysis of data and/or business processes within the contact center.
  • Identify alternative operation improvement opportunities and recommendations for remediation, including preparing financial and quality impact analysis and final reports.
  • Perform preliminary analysis of operational data insights and identify potential opportunities for operational improvements.
  • Assist contact center team with analyzing operational process inefficiencies and developing improvement opportunities for contact center processes.
  • Notify contact center operations users on known business system defects and issues and provide short-term resolutions.
  • Develop and maintain dashboards to continually assess contact center's operations performance against enterprise objectives and identify improvement opportunities and trends.
  • Support in implementation of desktop procedure documentation of best practices, policies, and standards.
  • Support in providing materials and insight for ongoing training programs that support service, quality, efficiency, and productivity within the contact center.
  • Perform other duties as assigned.

Requirements:

  • Requires a Bachelor's degree and 2 – 4 years of related experience.
  • Experience working in contact center with expertise on collecting, analyzing, and monitoring data preferred.
  • Experience with Microsoft Excel and Power BI strongly preferred.

Benefits:

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. Total compensation may also include additional forms of incentives.

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.



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