Contact Center Systems Analyst II (Centene)

Job Description

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 collection, analyzing, and monitoring of contact center activity data to recommend technology system improvements that support business strategies and ensure contact center systems are working efficiently and effectively. Support senior management with complex projects to design and maintain an overall solution that meets business requirements and improves the effectiveness and efficiency of the department's service delivery.

• Supports implementation process and overall solution design, including business requirements, design, development, and testing of technology system improvements

• Evaluates and refines the insights from generated reports to ensure systems are functioning effectively

• Monitors ongoing process improvements, enhancements, and technology upgrades to track impact on effectiveness

• Identifies opportunities for streamlining business processes and improving user experience using technologies

• Drives data analysis, user acceptance testing, and root cause analyses to identify inefficiencies and areas of improvement based on findings

• Drives implementation of system optimization processes within the contact center

• Translates business requirements into application definitions, workflows, business processes, and solutions

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• Partners with training teams to update training materials with new features and system updates

• Develops user manuals and documentation on program development, logic, and coding

• Supports implementation of best practices for scalability, supportability, maintenance, and system performance

• Performs other duties as assigned

• Complies with all policies and standards

• Call Center operations: 8:00am - 8:00pm EST

Education/Experience: Requires a Bachelor's degree and 2 – 4 years of related experience. Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position. Call center IVR experience strongly preferred. Proficient in Excel and SQL strongly 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