Contact Center Operations Supervisor

Intermountain Health; United States; À distance; USD 65 000 - 90 000; Plein temps

Résumé du poste

Intermountain Healthcare Inc. is seeking a remote Contact Center Operations Supervisor to lead an operational team dedicated to delivering exceptional service. You will hire, onboard, and develop talent, provide coaching, and manage performance while removing barriers to hitting KPIs.

You will oversee scheduling, budgeted hours, and expenses, champion continuous improvement, and serve as a subject matter expert. Remote work is option; some onsite interviews may occur.

Qualifications

• Experience in health care industry, contact center, or equivalent.
• Proven ability to lead a team and collaborate effectively.
• Strong written and verbal communication, conflict resolution, and coaching.
• Organized, self-motivated, able to manage multiple projects.
• Working knowledge of Microsoft Office 365 and contact center tech.

Responsabilités

• Hire, onboard, and develop talent with coaching and performance management.
• Manage team expenses, scheduling, and budgeted hours; oversee timecards.
• Provide leadership, escalation point, and problem-solving to remove barriers.
• Ensure delivery of operations KPIs, goals, and continuous improvement.
• Apply contact center SME knowledge; may perform frontline caregiver duties.

Connaissances

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

KPI

Metrics Development

Formation

Diploma

Outils

Microsoft Office 365

Telephone equipment

Relevant computer programs

Description du poste

Remote

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

• Diploma. 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