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Vice President, Call Center Training

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  • Business Area: Customer Care
  • Job Type: Full time
  • Date Posted:
  • Job Number: 1505637
This job is available in 2 locations

Vice President, Call Center Training

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Description

Centene is transforming the health of our communities one person at a time. As an Executive on our team, you could be the one who changes everything for our 28 million members.

Position Purpose: A strategic leader responsible for designing, implementing, and overseeing training programs across our Contact Center operations. Ensures frontline staff receives innovative and comprehensive training to deliver exceptional customer service, optimize efficiency, and maintain compliance. Where applicable, collaborate closely with our Enterprise Talent and Learning Leader in developing and aligning innovative learning solutions that drive strategic goals and foster seamless learning integration and leading practice.
  • Conduct comprehensive training needs analysis for both internal and vendor agents / supervisors and leaders. Make recommendations that incorporate new / advanced tools and methodologies which will improve our agents overall comprehension, speed to proficiency and cultural assimilation. Assess the existing team and infrastructure to determine what roles and resource gaps we have and create a game plan to address.

  • Create and publish critical KPI's that demonstrate how you are moving the needle on performance as well as understanding the requirements of our business leadership.

  • Work with our LOB leaders and enablement leaders to ensure we have a integrated approach when it comes to learning from our data and performance and incorporating that information into our training plans.

  • Create training to be a competitive advantage for Centene and look to publish and gain buy in that we are best in class externally.

  • Oversee the development of performance management tools such as 360 instruments, competency models, and opinion/climate surveys to enhance performance, quality and motivation of staff.

  • Evaluate the effectiveness of training programs and resolve identified issues or concerns.

  • Partner with our vendors to create a seamless training plan / environment that leverages the best of both worlds.

  • Ability to adapt to a dynamic environment and drive positive change.
  • Performs other duties as assigned

  • Complies with all policies and standards

Education/Experience:
Bachelor's Degree in a related field such as Education, Business or Organizational Development required
Master's Degree in a related field required
10+ years experience in Call Center Operations, Training Leadership, instructional design, and leadership including hiring, training, managing workload and performance at scale with 1000+ FTE minimum required

Pay Range: $178,500.00 - $338,800.00 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.

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