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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 enhance performance. Proficient in developing strategic business solutions and preparing comprehensive reports for management.
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 AnalysisOperational Process ReviewReport PreparationBusiness Process AnalysisRisk IdentificationPerformance AssessmentQuality Impact AnalysisOperational Target MonitoringBest Practices DevelopmentFinancial Analysis
Industry Keywords
Contact Center OperationsData-Driven InsightsStrategic Business SolutionsTraining ProgramsPolicy Compliance
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
- Gather, analyze, and interpret contact center data and operational processes to identify risk areas
- 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 process inefficiencies and develop improvement opportunities
- Notify contact center operations users about business system defects and issues and provide short-term resolutions
- Develop and maintain dashboards assessing contact center performance against enterprise objectives
- Support implementation of desktop procedure documentation for best practices, policies, and standards
- Provide materials and insights for ongoing contact center training programs
- Perform other duties as assigned
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
- Must comply with all policies and standards
Benefits
Comp & perks- Competitive pay
- Health insurance
- 401K plan
- Stock purchase plans
- 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