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Operations Analyst II
Centene Corporation. Drive the review and analysis of 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 data to drive improvements and support strategic business solutions. Proficient in developing dashboards and providing insights for training programs and operational targets.
Highest-signal resume keywords
Contact Center Data AnalysisOperational Dashboard DevelopmentProcess Improvement IdentificationData-Driven InsightsTraining 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 AnalysisRisk IdentificationFinancial Impact AnalysisQuality Impact Analysis
Soft Skills
Problem-SolvingCommunication
Tools & Technologies
Dashboard Tools
Industry Keywords
Contact Center OperationsBest PracticesPolicies and StandardsOperational Targets
About the role
Key responsibilities & impact- Drive the review and analysis of 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 and prepare management reports
- Support development and implementation of strategic business solutions through data and business process research and analysis
- Identify operational improvement opportunities and recommendations for remediation, including financial and quality impact analysis
- Analyze operational data insights and identify opportunities for operational improvements
- Assist with analyzing process inefficiencies and developing contact center process improvements
- Notify 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 insight 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
- Ability to gather, analyze, and interpret contact center data and operational processes
- Ability to develop and maintain operational dashboards
- Ability to 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
- Total compensation may include additional forms of incentives