Contact Center Operations Analyst II

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.

*Qualified candidates will need to have the flexibility to work PST hours*

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 Microsoft Excel and Power BI strongly preferred.
Pay Range: $25.97 - $46.68 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.

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.