Hybrid Call Center Performance Lead | Mon & Fri Onsite

Telligen; West Des Moines (IA); Híbrido; USD 60.000 - 85.000; Jornada completa

Descripción de la vacante

Telligen is seeking a Call Center Operations Supervisor to oversee contact center operations for the Illinois Tailored Care Management Program (IL TCMP) contract, and to support management in client implementations and performance expectations.

This hybrid role requires onsite days at our West Des Moines, IA office on Mondays and Fridays, with responsibilities spanning performance oversight, staff development, and process improvements to enhance efficiency and service levels.

Formación

• Two-year degree in management or business or related field; healthcare environment experience preferred.
• At least 3 years in a customer service, scheduling, or healthcare operations environment.
• Experience mentoring/supervisory role.
• U.S. Citizenship may be required for some positions.

Responsabilidades

• Oversee and ensure performance measures by evaluating client and staff performance outcomes.
• Ensure objectives are met timely and accurately per contract and company requirements.
• Select, develop, and manage employees to achieve team and organizational success.
• Ensure accountability through routine observation, performance measurement, and feedback.
• Support management philosophy that managers coach, engage, and support staff to achieve results.
• Collaborate with leadership to implement cost-effective methods and drive efficiency through process changes and automation.
• Stay informed on call center industry trends and recommend improvements to meet strategic goals and objectives.
• Perform miscellaneous duties as assigned.

Conocimientos

Analytical thinking

Plan and organize

Leadership in directing others

Customer service experience

Educación

Two-year degree in management or business

Descripción del empleo

Telligen is seeking a Call Center Operations Supervisor to oversee contact center operations for the Illinois Tailored Care Management Program (IL TCMP) contract, and to support management in client implementations and performance expectations.

This hybrid role requires onsite days at our West Des Moines, IA office on Mondays and Fridays, with responsibilities spanning performance oversight, staff development, and process improvements to enhance efficiency and service levels.