Senior Manager, People Services

You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Position Purpose:
Responsible for leading the day-to-day operations, performance, and strategic evolution of a high-volume, multi-channel HR contact center. Plays a key part in scaling service operations through automation and Tier 0 (self-service) initiatives. Drives efficiency, reduces contact volume, and ensures employee engagement while improving customer satisfaction by enabling customers to find answers quickly and independently.

• Leads and manages HR contact center teams across phone, email, chat, and digital support channels to meet service level targets and KPIs.
• Sets and monitors performance metrics [e.g., CSAT (Customer Satisfaction), ACT (Average Call Time), FCR (First Contact Resolution), SLA (Service Level Agreement)], and implement improvement plans.
• Expands Tier 0 support strategy by implementing and enhancing self-service solutions such as help centers, knowledge bases, AI-powered chatbots, and automated workflows.
• Drives contact center technology improvements and automation strategies to enhance efficiency and customer satisfaction.
• Leads initiatives to improve the end-to-end customer journey and reduce contact volume.
• Analyzes performance trends and customer feedback to identify root causes and opportunities for improvement.
• Acts as an escalation point for complex customer or operational issues.
• Ensures compliance with policies, data privacy, and industry regulations.

Education/Experience:
Bachelor's Degree in Human Resources, Business Administration, or related field required. Master's Degree preferred. 6+ years of experience in a Customer Service Center or Human Resources role required
Licenses/Certifications:
PHR or SHRM-CP preferred or SPHR or SHRM-SCP 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, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

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