Contact Center Operations Supervisor

Intermountain Health; West Valley City (UT); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Benefits Eligible

Job summary

Intermountain Health seeks a Contact Center Operations Supervisor to lead a team delivering superior customer service by hiring and developing top talent. You will act as SME, escalate barriers, and drive KPI success while championing continuous improvement and best practices.

The role emphasizes hiring, onboarding, coaching, and maintaining a culture of engagement, compassion, and diversity within a dynamic healthcare contact center.

Qualifications

• Demonstrated work experience in health care, contact center, or equivalent.
• Proven ability to lead a team and collaborate.
• Strong written and verbal communication; conflict resolution and coaching.
• Organized, motivated, and capable of independent work; proficient with Microsoft Office 365 and related tools.

Responsibilities

• Hire, onboard, and develop talent; coach and progression planning; foster engagement and diversity.
• Oversee team expenses: labor budget, scheduling, overtime, timecards, incentives.
• Exhibit leadership and SME capabilities; act as escalation point and remove barriers.
• Manage operational workflow, KPIs, goals attainment, continuous improvement, compliance, and service delivery.
• Know contact center roles and, if needed, perform frontline duties.

Skills

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

Key Performance Indicators

Metrics Development

Education

Bachelor's degree in business or health-related field

Three years of healthcare/contact center experience

One year of supervisory experience in healthcare

Process improvement knowledge

Workforce management experience

Job description

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.

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.

Posting Specifics

• Benefits Eligible: Yes


• Shift Details: Monday - Friday, hours vary between 7am - 5:30pm

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.

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.