Contact Center Operations Lead — Elevate Service Quality

Centene Management Company LLC; Missouri; Hybrid; USD 56,000 - 101,000; Full time

Benefits offered by this job

Health insurance

401K and stock purchase plans

Tuition reimbursement

Paid time off plus holidays

Flexible work arrangements

Job summary

Centene is seeking a seasoned operations leader to oversee daily contact center activities, guiding teams toward service quality and efficiency targets. You will monitor performance, resolve complex issues, and ensure regulatory compliance while partnering with training to continuously improve staff capabilities.

You will also lead onboarding and development for new hires and transfers, driving career growth and process improvements across the center.

Qualifications

• Requires a Bachelor's degree and 4+ years of related experience.
• Authorized to work in the U.S. without visa sponsorship now or in the future.
• Experience overseeing contact center operations and performance metrics.

Responsibilities

• Oversee daily contact center operations by planning, directing, and evaluating team performance to ensure customer satisfaction, compliance, and standards.
• Monitor interactions, workflow, and metrics to ensure adherence to quality and efficiency standards.
• Serve as primary contact for contact center and operations employees and resolve complex issues.
• Provide training and coaching to direct reports for operational improvement.
• Collaborate with training teams to develop training materials and programs.
• Support onboarding, hiring, and training of new employees, recent promotes, and transfers.

Skills

Team leadership

Operations management

Training and coaching

Education

Bachelor's degree

Job description

Centene is seeking a seasoned operations leader to oversee daily contact center activities, guiding teams toward service quality and efficiency targets. You will monitor performance, resolve complex issues, and ensure regulatory compliance while partnering with training to continuously improve staff capabilities.

You will also lead onboarding and development for new hires and transfers, driving career growth and process improvements across the center.