Contact Center Operations Supervisor

Intermountain Healthcare Inc.; Frankfort (KY); Remote; USD 35,000 - 55,000; Full time

Benefits offered by this job

Video interview via Microsoft Teams

Benefits package

Job summary

Intermountain Health is seeking a Contact Center Operations Supervisor to lead a high-performing team in a fully remote capacity with onsite and interview steps as part of the process. The role focuses on hiring, coaching, budgeting, and achieving KPIs while maintaining a culture of engagement and continuous improvement.

The ideal candidate brings healthcare or contact center leadership experience, strong communication skills, and the ability to manage workflows and personnel with a focus on

Qualifications

• Demonstrated work experience in health care, contact center, or equivalent.
• Demonstrated ability to lead a team and collaborate.
• Strong written and verbal communication and interpersonal skills; conflict resolution and coaching.

Responsibilities

• Hire, onboard, and develop talent; coach and provide career progression.
• Manage team expenses including labor budget, overtime, scheduling, timecards, and incentives.
• Demonstrate leadership, communication, project management, and act as escalation point to remove barriers.
• Oversee operational workflow, KPIs, compliance, and continuous improvement for superior service.
• Possess SME knowledge of contact center roles and duties; may perform frontline caregiver tasks when needed.

Skills

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

KPI

Metrics Development

Education

Bachelor's degree in business/health

Tools

Microsoft Office 365

Telephone equipment

Relevant computer programs

Job description

Fully Remote

Lake Park Building

Full time

R183731

Job Description:

The Contact Center Operations Supervisor is a leader of an operational team who creates a team environment that delivers superior customer service by hiring and developing high performing and engaged talent. Acts as a subject matter expert and a point of escalation to remove barriers, meet KPIs and the successful obtainment of goals. Is a champion of continuous improvement and implementing best practices.

We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, Massachusetts, Minnesota, New York, Pennsylvania, Rhode Island, Vermont, Virginia and Washington. Please note that a video interview through Microsoft Teams will be required as well as potential onsite interviews and meetings.

Essential Functions

• Responsible for hiring, onboarding, and the development of talent (e.g. training, mentoring, knowledge, skills, tools); provides support, coaching and corrective action, career planning and progression; and is accountable for creating a team culture of engagement, compassion, and diversity.

• Manages team expenses, including labor budget allocations, overtime, scheduling and budgeted hours, timecard approval and oversight, and oversight of compensation and incentives.

• Demonstrates a high level of leadership acumen (e.g. excellent communication, approachable, follows through on commitments, trustworthy, purposeful); and subject matter expertise, representative for organization, project management, and serves as an escalation point and helps to solve problems and remove barriers.

• Responsible for the operational workflow / performance of the team including employee metrics, department and company KPIs, obtainment of goals, continuous improvement, compliance to rules and regulations, and the delivery of superior service.

• Demonstrates subject matter expertise regarding contact center roles and responsibilities and may be required perform the role of a front-line caregiver, including all essential duties and responsibilities of any position within operational business need.

Skills

• People Management

• Project Management

• Time Management

• Hiring

• Onboarding

• Coaching

• Leadership

• Mentorship

• Key Performance Indicators (KPI)

• Metrics Development

Required Qualifications

• Demonstrated work experience in the health care industry, contact center, or applicable equivalency.

• Demonstrated ability to effectively lead a team and collaborate with others.

• Demonstrated highly effective written and verbal communication skills and effective interpersonal skills as well as the proven ability to resolve conflict, be an effective coach, and team builder in a leadership capacity.

• Demonstrated ability to be highly motivated, responsible, and organized. Knowledge and applicable work experience. Working knowledge of Microsoft Office 365, telephone equipment and relevant computer programs.

• Demonstrated ability to organize, prioritize, supervise, and work independently on projects

Preferred Qualifications

• Bachelor's degree in a business or health related course of study obtained through an accredited institution. Education is verified.

• Three years of work experience in the health care industry, contact center, or applicable equivalency

• One year of supervisory experience in a health care environment.

• Demonstrated knowledge of process improvement principles and effective project management skills (from brainstorming to implementation) through daily work assignments.

• Experience with workforce management and performance management

Physical Requirements

• Ongoing need for caregiver to see and read information, documents, monitors, identify equipment and supplies, and be able to assess customer needs.

• Frequent interactions with providers, colleagues, customers, patients/clients, and visitors require caregiver to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.

• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc .

Location:

Lake Park Building

Work City:

West Valley City

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$25.39 - $40.00

We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here (https://intermountainhealthcare.org/careers/benefits) .

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.

Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a nonprofit system of 34 hospitals, 400 clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery.

Join our world-class team and embark on a career filled with opportunities, strength, innovation, and fulfillment.

To find out more about us, head to our career site here (https://intermountainhealthcare.org/careers/?utm_source=Workday&utm_medium=Redirect&utm_campaign=CareerHome_workday) .

Intermountain Health strives to make the application process accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email [e-mail] . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Intermountain Health's PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100 learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment. Learn more. (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits/peak-program/)

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor.

All positions subject to close without notice.

Thanks for your interest in continuing your career with our team!