Remote Contact Center Operations Leader

Intermountain Healthcare Inc.; Cheyenne (WY); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Benefits package

Video interview via Teams

Job summary

Intermountain Health is seeking a Contact Center Operations Supervisor to lead a high-performing team, hire and develop talent, and drive KPI achievement. Acts as SME and escalation point to remove barriers, fostering continuous improvement and superior customer service.

The role emphasizes strong leadership, coaching, and budget management with a focus on engagement, compliance, and delivering exceptional service.

Qualifications

• Experience leading a team in health care or call center environments.
• Strong written and verbal communication; proven conflict resolution and coaching abilities.
• Proficient with Microsoft Office 365 and related software/tools.
• Able to organize, prioritize, supervise and work independently on projects.

Responsibilities

• Hire, onboard, and develop talent; provide coaching and career development.
• Manage team expenses, scheduling, hours, and budgeted labor; oversee timecards and incentives.
• Lead and represent the organization; remove barriers and ensure KPI attainment.
• Oversee operational workflow, metrics, and ongoing process improvements.
• Possess SME knowledge of contact center roles and responsibilities.

Skills

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

KPI

Metrics Development

Education

Bachelor's degree

Tools

Microsoft Office 365

Job description

Intermountain Health is seeking a Contact Center Operations Supervisor to lead a high-performing team, hire and develop talent, and drive KPI achievement. Acts as SME and escalation point to remove barriers, fostering continuous improvement and superior customer service.

The role emphasizes strong leadership, coaching, and budget management with a focus on engagement, compliance, and delivering exceptional service.