Supervisor – Contact Center Operations
| Company | Centene |
|---|---|
| Location | Northeastern United States, USA |
| Salary | $55100 – $99000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Bachelor’s degree
- 4+ years of related experience
- Ability to prioritize
- Ability to perform independent decision making
- Ability to manage time effectively
Responsibilities
- 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
Preferred Qualifications
- Ability to prioritize
- Ability to perform independent decision making
- Ability to manage time effectively