Contact Center Operations Analyst II

$54,018 - $97,094/Yr

Centene - Jefferson City, MO

Full-time - Entry Level

Jefferson City, MO

Ambulatory Health Care Services

About the position

The Contact Center Operations Analyst II at Centene Corporation is responsible for analyzing and improving contact center operational processes. This role involves gathering and interpreting data to identify risks, develop strategic business solutions, and enhance service quality and efficiency standards. The analyst will collaborate with team members and stakeholders to implement best practices and training programs that support operational targets.

Responsibilities

• Drives the review and analysis of current, complex contact center operational 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 provides 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.

Requirements

• Bachelor's degree and 2 - 4 years of related experience.
• Experience working in a contact center with expertise on collecting, analyzing, and monitoring data preferred.
• Experience with Microsoft Excel and Power BI strongly preferred.

Benefits

• Competitive pay
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• Flexible work schedules (remote, hybrid, field, or office)