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Lead Call Center Operations

Company: Centene Coproration
Location: Tucson
Posted on: December 5, 2019

Job Description:

Description: Position Purpose: Monitor real time call flow; provide guidance and direction to call center personnel to ensure call metrics and standards are met or exceeded according to operational policies and procedures. Coordinate and manage workflow processes during assigned call center shifts and escalate issues requiring real-time actions to designated supervisor. Analyze and advise supervisor of personnel and workflow issues and recommend suggestions or solutions. Develop and implement standardized processes in collaboration with supervisors that address callers' needs and enhance positive outcomes in the areas of customer service, quality standards, and contractual requirements. Assist in post training activities, act as a resource for staff questions and provide assessments of staff progress and competence to trainers. Perform concurrent quality audits and provide feedback and coaching on strategies to achieve improved performance.

Keywords: Centene Coproration, Tucson , Lead Call Center Operations, Other , Tucson, Arizona

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