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Operations Analyst II
Centene Corporation. Review and analyze complex contact center operational processes .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in analyzing contact center operational processes and providing data-driven insights to improve performance. Proficient in developing strategic business solutions and preparing financial and quality impact analyses.
Highest-signal resume keywords
Contact Center Data AnalysisOperational Process ImprovementFinancial Impact AnalysisDashboard DevelopmentTraining Program Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisProcess ImprovementOperational ReportingRisk IdentificationBusiness Process AnalysisPerformance MeasurementQuality AnalysisCompliance StandardsStatistical AnalysisDashboard Creation
Soft Skills
CollaborationCommunicationProblem-SolvingCritical ThinkingStakeholder Engagement
Industry Keywords
Contact Center OperationsBest PracticesTraining ProgramsOperational TargetsData-Driven Insights
About the role
Key responsibilities & impact- Review and analyze complex contact center operational processes
- Provide data-driven insights related to operational targets, best practices, and training programs
- Work with team members and stakeholders to develop contact center process improvements
- Gather, analyze, and interpret contact center data and operational processes
- Identify risk areas and prepare reports for management and senior leadership
- Support development and implementation of strategic business solutions through research and data or business-process analysis
- Identify operational improvement opportunities and recommendations for remediation
- Prepare financial and quality impact analyses and final reports
- Analyze operational data insights and identify improvement opportunities
- Analyze process inefficiencies and develop improvement opportunities
- Notify operations users about business system defects and issues and provide short-term resolutions
- Develop and maintain dashboards measuring contact center performance against enterprise objectives
- Support desktop procedure documentation for best practices, policies, and standards
- Provide materials and insight for ongoing contact center training programs
- Perform other assigned duties
Requirements
What you’ll need- Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future
- Bachelor's degree and 2–4 years of related experience, or equivalent experience acquired through applicable knowledge, duties, scope and skill
- Experience working in a contact center with expertise in collecting, analyzing, and monitoring data preferred
- Compliance with all policies and standards
Benefits
Comp & perks- Competitive pay
- Health insurance
- 401K plan
- Stock purchase plan
- Tuition reimbursement
- Paid time off plus holidays
- Flexible approach to work with remote, hybrid, field or office work schedules
- Additional forms of incentives may be included in total compensation