Contact Center Operations Analyst I

Job description

Position Purpose: Supports the review and analysis of current 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 assist in developing improvements to contact center processes. 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. Supports in gathering, analyzing, and interpreting contact center’s data and operational processes to prepare reports for leadership Assists in identifying operation improvement opportunities and recommendations for remediation, including preparing financial and quality impact analysis and final reports Performs preliminary analysis of testing results and identifies potential causes for failure Assists contact center team in tracking operational processes, developing dashboards based on operational data and evaluating opportunities for improvements Assists contact center team in notifying contact center employees on improvement opportunities for contact center processes and to provide short-term resolutions Supports the development and maintenance of dashboards to continually assess contact center’s operations performance and identify improvement opportunities and trends Supports in desktop procedure documentation of best practices, policies, and standards Supports 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 0 – 2 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. Pay Range: $22.94 - $38.79 per hour 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. 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 , including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility. 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