Remote Contact Center Operations Leader

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

Benefits offered by this job

Benefits package

Job summary

Intermountain Health is seeking a Contact Center Operations Supervisor to lead a high-performing team, hire and onboard staff, coach for engagement, and drive continuous improvement. This role serves as SME, escalates issues, and removes barriers to achieve KPIs and exceptional service.

The position is full-time with a Monday–Friday schedule; hours vary 7am–5:30pm. Remote work options may be approved; onsite interviews and video interviews via Microsoft Teams are part of the process.

Qualifications

• Demonstrated work experience in the health care industry, contact center, or applicable equivalency.
• Demonstrated highly effective written and verbal communication skills and effective interpersonal skills as well as the proven ability to resolve conflict, be an effective coach, and team builder in a leadership capacity.
• Demonstrated ability to organize, prioritize, supervise, and work independently on projects.

Responsibilities

• Hiring, onboarding, and development of talent; coaching and corrective action; and fostering a culture of engagement, compassion, and diversity.
• Managing team expenses, including labor budgets, overtime, scheduling and timecard approval.
• Exemplary leadership, project management, and escalation to solve problems and remove barriers.
• Overseeing operational workflow, employee metrics, KPIs, and continuous improvement to deliver superior service.
• Knowledge of contact center roles; may act as a front-line caregiver when needed.

Skills

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

KPI

Metrics Development

Education

Bachelor's degree in business or health related field

Three years healthcare/healthcare contact center experience

One year supervisory experience in healthcare

Process improvement knowledge

Workforce management

Tools

Microsoft Office 365

Job description

Intermountain Health is seeking a Contact Center Operations Supervisor to lead a high-performing team, hire and onboard staff, coach for engagement, and drive continuous improvement. This role serves as SME, escalates issues, and removes barriers to achieve KPIs and exceptional service.

The position is full-time with a Monday–Friday schedule; hours vary 7am–5:30pm. Remote work options may be approved; onsite interviews and video interviews via Microsoft Teams are part of the process.