Operations Supervisor

Telligen; West Des Moines (IA); Hybrid; USD 60,000 - 85,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Analytical thinking

Plan and organize

Leadership in directing others

Customer service experience

Education

Two-year degree in management or business

Job description

As the Call Center Operations Supervisor, you will be responsible for oversight of contact center operations for the Illinois Targeted Case Management Program (IL TCMP) contract. You will also serve as a resource to the management team through involvement in client implementations and performance expectations.

This is a hybrid position, requiring onsite days on Mondays and Fridays from our West Des Moines, IA office.

The Illinois Tailored Care Management Program helps individuals with complex health and social needs transition from nursing facilities and Specialized Mental Health Rehabilitation Facilities (SMHRFs) to community-based living. Through person-centered care management and coordinated support services, the program empowers members to live more independently and thrive in their communities.

What You'll Do:

• Oversees and ensures performance measures are met by evaluating client and staff performance outcomes
  • These measures include but are not limited to oversight for staff scheduling, improving customer service levels, analyzing productivity and operational reports
• 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 team members to ensure cost effective methods are in place and makes recommendations to leadership for changes to improve efficiencies and reduce costs through process changes and automation
• Stays abreast ofcall centerindustry trends.Makes recommendations toleadershipfor improvements in meetingcompanystrategic goals and objectives
• Performs miscellaneous duties as assigned

Required Skills and Experience:

• Two year degree in management or business or related field and/or equivalent training and/or experience in a healthcare environment
• 3 years experience in a customer service, scheduling, or health care operations environment
• Demonstrated experience in a mentoring and supervisory type role
• Positions working on specific contracts may require U.S. Citizenship.

Preferred Skills and Experience:

• Strong analytical thinking skills and sound judgement
• Ability to plan and organize
• Leadership skills in directing others
• Customer service experience and technical expertise

Who We Are:

Telligen is one of the most respected population health management organizations in the country. We offer clinical, analytical, and technical expertise to support local, Tribal, and national partners, state and federal government programs, and employers and health plans.

Over our 50-year history, health care has evolved - and so have we. What hasn't changed is our deep commitment to those we serve. Our success is built on our ability to adapt, respond to client needs and deliver innovative, mission-driven solutions.

Our business is our people and we’re seeking talented individuals who share our passion and are ready to take ownership, make an impact and help shape the future of health.

Are you Ready?

Benefits:

A general description of the benefits and other compensation available for this position can be found in Telligen's Benefits Summary.

We’re on a mission to transform lives and economies by improving health.

Ownership:

As a 100% employee-owned company, our employee-owners drive our business and share in our success.

Community:

We show up - for our clients, our communities and each other. Being a responsible corporate partner is part of who we are.

Ingenuity:

We value bold ideas and calculated risks. Innovation thrives when we challenge the status quo and listen to diverse perspectives.

Integrity:

We foster a respectful, inclusive, and collaborative environment built on trust and excellence.

Thank you for your interest in Telligen!

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While we use artificial intelligence tools to enhance our initial screening process, all applications are thoroughly reviewed by our human recruitment team to ensure a fair and comprehensive evaluation of each candidate.

Telligen and our affiliates are Equal Opportunity Employers and E-Verify Participants.

Telligen will not provide sponsorship for this position. If you will require sponsorship for work authorization now or in the future, we cannot consider your application at this time. We will not accept 3rd party solicitations from outside staffing firms.

Telligen is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, protected veteran status, disability or any other protected class.

Telligen is committed to ensuring that our employment process is open to all individuals, and provides reasonable accommodations to individuals who need assistance during any part of the employment process due to a disability, medical condition, or physical or mental impairment. Reasonable accommodations are considered on a case-by-base basis.

If you need assistance to navigate Telligen’s careers website or to apply for a position, please send an email to [e-mail]