Remote Contact Center Operations Leader

Intermountain Healthcare Inc.; Frankfort (KY); Remote; USD 35,000 - 55,000; Full time

Benefits offered by this job

Video interview via Microsoft Teams

Benefits package

Job summary

Intermountain Health is seeking a Contact Center Operations Supervisor to lead a high-performing team in a fully remote capacity with onsite and interview steps as part of the process. The role focuses on hiring, coaching, budgeting, and achieving KPIs while maintaining a culture of engagement and continuous improvement.

The ideal candidate brings healthcare or contact center leadership experience, strong communication skills, and the ability to manage workflows and personnel with a focus on

Qualifications

• Demonstrated work experience in health care, contact center, or equivalent.
• Demonstrated ability to lead a team and collaborate.
• Strong written and verbal communication and interpersonal skills; conflict resolution and coaching.

Responsibilities

• Hire, onboard, and develop talent; coach and provide career progression.
• Manage team expenses including labor budget, overtime, scheduling, timecards, and incentives.
• Demonstrate leadership, communication, project management, and act as escalation point to remove barriers.
• Oversee operational workflow, KPIs, compliance, and continuous improvement for superior service.
• Possess SME knowledge of contact center roles and duties; may perform frontline caregiver tasks when needed.

Skills

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

KPI

Metrics Development

Education

Bachelor's degree in business/health

Tools

Microsoft Office 365

Telephone equipment

Relevant computer programs

Job description

Intermountain Health is seeking a Contact Center Operations Supervisor to lead a high-performing team in a fully remote capacity with onsite and interview steps as part of the process. The role focuses on hiring, coaching, budgeting, and achieving KPIs while maintaining a culture of engagement and continuous improvement.

The ideal candidate brings healthcare or contact center leadership experience, strong communication skills, and the ability to manage workflows and personnel with a focus on