Lead Contact Center Systems Analyst

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: Oversees the collection, analyzing, and monitoring of contact center activity data to recommend technology system improvements that support business strategies. Ensures contact center systems are working efficiently and effectively while developing future solutions.

• Oversees the effort in the implementation process and overall solution design, including business requirements, design, development, and testing of technology system improvements
• Provides insight and guidance in analyzing, evaluating, and developing specifications and/or requirements of system to ensure systems are working effectively
• Monitors ongoing process improvements, enhancements, and technology upgrades and regularly communicates progress and impact to senior management
• Oversees data analysis, user acceptance testing, and root cause process assessments to identify inefficiencies and areas of improvement based on findings
• Identifies opportunities based on insights synthesized from available reports and prior experience to streamline business processes and improve user experience
• Prioritizes mitigation of system issues and process improvement with senior management based on severity and impact to business operations
• Oversees implementation of business requirements into application definitions, workflows, business processes, and solutions
• Validates training material accurately reflect new features and system upgrades
• Reviews and refines user manuals and documentation on program development, logic, and coding
• Leads implementation of best practices for scalability, supportability, maintenance, and system performance and communicates impact to senior management
• 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 5 – 7 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.

Pay Range: $83,600.00 - $155,000.00 per year

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