Contact Center Operations Analyst II - Tallahassee Florida

Company: Centene Corporation
Location: Tallahassee, Florida
Posted On: 05/17/2024

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you'll have access to competitive benefits including a fresh perspective on workplace flexibility.

Position Purpose: Drives the review and analysis of current, complex 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. Works alongside other team members and other key stakeholders to develop improvements to contact center processes.

Gathers, analyzes, and interprets contact center data and operational processes to identify risk areas and prepare reports for management and senior leadership

Supports the development and implements strategic business solutions through research and analysis of data and/or business processes within the contact center

Identifies alternative operation improvement opportunities and recommendations for remediation, including preparing financial and quality impact analysis and final reports

Performs preliminary analysis of operational data insights and identifies potential opportunities for operational improvements

Assists contact center team with analyzing operational process inefficiencies and developing improvement opportunities for contact center processes

Notifies contact center operations users on known business system defects and issues and to provide short-term resolutions

Develops and maintains dashboards to continually assess contact center's operations performance against enterprise objectives and identify improvement opportunities and trends

Supports in implementation of desktop procedure documentation of best practices, policies, and standards

Supports in providing materials and insight for ongoing training programs that support service, quality, efficiency, and productivity within the contact center

Performs other duties as assigned

Complies with all policies and standards

Education/Experience: Requires a Bachelor's degree and 2 - 4 years of related experience. Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position. Experience working in contact center with expertise on collecting, analyzing, and monitoring data preferred. Experience with Omni, Amysis (or claims), and call center background highly preferred.

Pay Range: $25.00 - $44.85 per hour

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. More...

Register an account with us and set up job agents! We'll email you immediately when jobs like this are posted on our site.