Supervisor, Contact Center Operations

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

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.

Key Details

Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT. 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.

Pay Range

$56,200.00 - $101,000.00 per year

About Centene

At Centene, we connect people to the care they need to live healthier lives — and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.

Benefits

Centene offers a comprehensive benefits package including:

• competitive pay
• health insurance
• 401K and stock purchase plans
• tuition reimbursement
• paid time off plus holidays
• 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, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Equal Opportunity & Diversity

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.

Application Support

Thanks for your interest in Centene and its subsidiary companies. We’re so glad that you’ve decided to fill out an application and take the next step to find your purpose. Also, we’re here to help support you on your candidate journey. Should you need an accommodation, please email [e-mail].

Centene is committed to helping people live healthier lives. We provide access to high-quality healthcare, innovative programs and a wide range of health solutions that help families and individuals get well, stay well and be well.