Supervisor, Contact Center Operations
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Job Description
Contact center operations supervisor overseeing teams, metrics, compliance, training, and performance. Supporting Centene’s mission to make healthcare more accessible and effective.
Responsibilities:
- Oversee and provide guidance on contact center operational processes
- Establish operational targets, best practices and training programs
- Oversee daily operations by planning, directing and evaluating team performance
- Monitor interactions, workflow and contact center metrics
- Serve as primary point of contact and resolve complex issues
- Manage policies, procedures and regulations to achieve compliance
- Provide training and coaching to direct reports
- Evaluate team performance and provide feedback on improvement and career growth
- Collaborate with training teams on training materials and programs
- Support senior management with onboarding, hiring and training employees, promotions and transfers
- Perform other duties as assigned
- Comply with all policies and standards
Requirements:
- Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future
- Bachelor's degree
- 4+ years of related experience
- Equivalent experience acquired through applicable knowledge, duties, scope and skill may substitute for the stated education/experience requirement
- Knowledge of contact center operational processes, performance, quality and efficiency standards
- Experience managing policies, procedures and regulatory compliance
- Experience providing training, coaching and performance feedback
- Experience supporting onboarding, hiring and training activities
Benefits:
- Health insurance
- 401K plan
- Stock purchase plan
- Tuition reimbursement
- Paid time off
- Paid holidays
- Flexible approach to work with remote, hybrid, field or office work schedules
- Additional forms of incentives may be included in total compensation
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