Supervisor, Contact Center Operations

Position Purpose: Oversees and offers guidance around current contact center operational processes to establish operational targets, best practices, and training programs that support service, quality, and efficiency standards. Supports contact center staff with day-to-day oversight and resources for contact center operations.

Key Details: Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.

• Oversees daily operations of contact center teams by planning, directing, and evaluating team performance to ensure customer satisfaction, compliance, and standards
• Monitors interactions, workflow, and metrics of the contact center to ensure adherence to performance, quality, and efficiency standards
• Serves as primary point of contact for contact center and operations employees and resolves complex issues
• Manages and maintains policies, procedures, and regulations to ensure compliance requirements are achieved
• Provides training and coaching to direct reports for operational improvement within the contact center
• Evaluates contact center operations team on performance and provides feedback on improvement opportunity and career growth path
• Collaborates with training teams to develop, review, and approve of appropriate training materials and/or programs for contact center operations team members
• Supports contact center operations senior management with onboarding, hiring, and training new employees, recent promotes, and transfers to department
• Performs other duties as assigned
• Complies with all policies and standards

At Centene, we connect people to the care they need to live healthier lives — and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.
 

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, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

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.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act