Supervisor, Contact Center Operations

Company: Centene
Location: Honolulu
Posted on: November 14, 2024

Job Description:

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.

Hybrid position candidates must reside in the Honolulu area. Will be in office at least two days a week.

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.

• 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.
  Education/Experience: Requires a Bachelor's degree and 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. Ability to prioritize, perform independent decision making, and manage time effectively preferred.
  Pay Range: $54,000.00 - $97,100.00 per year
  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.
  
  Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act

Keywords: Centene, Honolulu , Supervisor, Contact Center Operations, Other , Honolulu, Hawaii