Contact Center Operations Analyst II
Employment Information
Job Description
Customer Care professional analyzing and improving contact center operational processes at Centene. Collaborating with stakeholders to develop strategic business solutions and operational targets.
Responsibilities:
- Drives the review and analysis of current, complex contact center operational processes
- Gathers, analyzes, and interprets contact center data and operational processes
- Supports the development and implements strategic business solutions through research and analysis of data
- Identifies alternative operation improvement opportunities and recommendations for remediation
- Assists contact center team with analyzing operational process inefficiencies
- Develops and maintains dashboards to continually assess contact center’s operations performance
- Supports in implementation of desktop procedure documentation of best practices, policies, and standards
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
- Advanced proficiency level in Salesforce, PowerBI and Excel highly preferred
- Leadership strongly preferred
Benefits:
- competitive pay
- health insurance
- 401K and stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
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