Hybrid Call Center Ops Lead - Performance & Coaching

Telligen; West Des Moines (IA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Telligen in West Des Moines, IA, is seeking a Call Center Operations Supervisor to oversee the Illinois Targeted Case Management Program contact center and support client implementations and performance expectations. This hybrid role requires onsite days on Mondays and Fridays at our West Des Moines office.

You will lead staff, manage performance metrics, scheduling, and process improvements, coaching teams to meet contractual requirements and drive cost savings through efficiency and automation.

Qualifications

• Two year degree in management or business or related field.
• 3 years experience in a customer service, scheduling, or health care operations environment.
• Demonstrated experience in a mentoring and supervisory type role.
• U.S. Citizenship may be required for some contracts

Responsibilities

• Oversees and ensures performance measures are met by evaluating client and staff performance outcomes.
• Ensures objectives are met timely and accurately according to contractual and company requirements
• Selects, develops, and manages employees to achieve individual, team, and organizational success
• Ensures employee accountability through routine observation, performance measurement, and performance feedback
• Fulfills the Telligen Management Philosophy that "Managers coach, engage, and support our people to achieve results"
• Works closely with management to ensure cost effective methods and recommends changes to improve efficiencies and reduce costs through process changes and automation
• Stays abreast of call center industry trends and makes recommendations to leadership for improvements in meeting company strategic goals and objectives

Skills

Mentoring

Supervision

Analytical thinking

Planning & organizing

Leadership

Customer service

Education

Two year degree in management or business or related field

Job description

Telligen in West Des Moines, IA, is seeking a Call Center Operations Supervisor to oversee the Illinois Targeted Case Management Program contact center and support client implementations and performance expectations. This hybrid role requires onsite days on Mondays and Fridays at our West Des Moines office.

You will lead staff, manage performance metrics, scheduling, and process improvements, coaching teams to meet contractual requirements and drive cost savings through efficiency and automation.