Supervisor, Contact Center Operations

About the position

As a Customer Care professional at Centene, you will play a crucial role in changing the lives of our 28 million members. This position offers the flexibility to work remotely from anywhere in the Continental United States, with the requirement to adhere to Pacific Time Zone business hours. The primary purpose of this role is to oversee and provide guidance on current contact center operational processes, establishing operational targets, best practices, and training programs that support service, quality, and efficiency standards. You will support contact center staff with day-to-day oversight and resources necessary for effective contact center operations. In this role, you will oversee the daily operations of contact center teams by planning, directing, and evaluating team performance to ensure customer satisfaction, compliance, and adherence to established standards. You will monitor interactions, workflow, and metrics of the contact center to ensure that performance, quality, and efficiency standards are met. As the primary point of contact for contact center and operations employees, you will be responsible for resolving complex issues that arise within the team. Additionally, you will manage and maintain policies, procedures, and regulations to ensure compliance requirements are achieved. Providing training and coaching to direct reports will be essential for operational improvement within the contact center. You will evaluate the performance of the contact center operations team and provide constructive feedback on improvement opportunities and career growth paths. Collaboration with training teams will be necessary to develop, review, and approve appropriate training materials and programs for contact center operations team members. You will also support senior management in onboarding, hiring, and training new employees, as well as those who have been recently promoted or transferred to the department. Other duties may be assigned as needed, and compliance with all policies and standards is mandatory.

Responsibilities
? Oversee daily operations of contact center teams by planning, directing, and evaluating team performance to ensure customer satisfaction, compliance, and standards.
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? Monitor interactions, workflow, and metrics of the contact center to ensure adherence to performance, quality, and efficiency standards.
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? Serve as primary point of contact for contact center and operations employees and resolve complex issues.
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? Manage and maintain policies, procedures, and regulations to ensure compliance requirements are achieved.
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? Provide training and coaching to direct reports for operational improvement within the contact center.
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? Evaluate contact center operations team on performance and provide feedback on improvement opportunity and career growth path.
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? Collaborate with training teams to develop, review, and approve appropriate training materials and/or programs for contact center operations team members.
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? Support contact center operations senior management with onboarding, hiring, and training new employees, recent promotes, and transfers to department.
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? Perform other duties as assigned.
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? Comply with all policies and standards.

Requirements
? Bachelor's degree required.
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? 4+ years of related experience required, or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
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? Ability to prioritize, perform independent decision making, and manage time effectively preferred.
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? Supervisor or Lead Call Center experience is highly preferred.

Nice-to-haves

Benefits
? Competitive pay
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? Health insurance
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? 401K and stock purchase plans
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? Tuition reimbursement
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? Paid time off plus holidays
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? Flexible approach to work with remote, hybrid, field or office work schedules

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