Senior Manager, Vendor Management Contact Center Operations

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Position Purpose: Drives the management of current contact center operational processes to establish operational targets, best practices, and training programs that support service, quality, and efficiency standards. Manages the inter-departmental interactions within the contact center, vendor management, and communicates with senior leadership.

• Oversees contact center operations initiatives to improve the quality of contact center operations
• Directs the effort in monitoring interactions, workflow, and metrics of the contact center to ensure adherence to performance, quality, and efficiency standards
• Reports on contact center operations processes to senior leadership, including recommendations for improvement to operational effectiveness and efficiency
• Manages contact center operations to ensure adherence to regulatory standards and compliance
• Manages the performance, improvement, and career growth path consideration of contact center operations team members
• Reviews and refines on the latest training materials and/or programs for the contact center operations team development and updates to ensure adequate training and quality standards
• Drives the overall strategy for onboarding, hiring, and training new employees on onboarding, hiring, recent promotes, transfers and performance and/or reward decisions within contact center operations department
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience: Requires a Bachelor's degree and 6+ years of related experience, including prior management experience. Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position. 3+ years supervisory experience preferred. Call center vendor management experience highly preferred.

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.  Total compensation may also include additional forms of incentives.

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