Remote Contact Center Operations Lead

Intermountain Healthcare Inc.; Helena (MT); À distance; USD 35 000 - 55 000; Plein temps

Avantages offerts par ce poste

Generous benefits package

Remote work options where approved

Résumé du poste

Intermountain Health is seeking a Contact Center Operations Supervisor to lead an operational team, hire and develop talent, and remove barriers to achieve KPIs. The role champions continuous improvement and best practices within a remote-friendly environment.

The position focuses on team performance, coaching, budgeting, and ensuring superior service delivery while maintaining compliance and a positive, engaging workplace culture across the contact center.

Qualifications

• Demonstrated experience in health care or contact center leadership.
• Strong written and verbal communication skills and conflict resolution ability.
• Working knowledge of Office 365 and telephone equipment.

Responsabilités

• Hire, onboard, and develop talent; coach and mentor; plan career progression.
• Manage labor budget, scheduling, overtime, and timecards.
• Demonstrate leadership, communication, and problem-solving to remove barriers.
• Oversee operational workflow, KPIs, and continuous improvement.
• Possess SME knowledge of contact center roles and responsibilities.

Connaissances

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

KPI (Key Performance Indicators)

Metrics Development

Formation

Bachelor's degree in business or health-related field

Outils

Microsoft Office 365

Description du poste

Intermountain Health is seeking a Contact Center Operations Supervisor to lead an operational team, hire and develop talent, and remove barriers to achieve KPIs. The role champions continuous improvement and best practices within a remote-friendly environment.

The position focuses on team performance, coaching, budgeting, and ensuring superior service delivery while maintaining compliance and a positive, engaging workplace culture across the contact center.