Remote Contact Center Operations Leader

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

Job summary

Intermountain Health is seeking a Contact Center Operations Supervisor for a fully remote position. You will lead an operational team, hire and develop talent, and act as a subject matter expert to meet KPIs and drive continuous improvement.

The role emphasizes strong leadership, coaching, budgeting, and the ability to manage a high-performing team while delivering superior customer service across a complex center. Remote options may apply where approved.

Qualifications

• Experience leading teams in health care or contact centers.
• Strong written and verbal communication with conflict resolution skills.
• Proficient in Microsoft Office 365, telephone systems, and related software.
• Ability to organize, prioritize, supervise, and work independently on projects.

Responsibilities

• Hire, onboard, and develop talent; coach and mentor teams.
• Manage team expenses, labor budgets, overtime, scheduling, and timekeeping.
• Demonstrate leadership, communication, and problem-solving to remove barriers.
• Oversee workflow, KPIs, and continuous improvement to deliver superior service.
• Possess SME knowledge of contact center roles and front-line duties.

Skills

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

KPI (Key Performance Indicators)

Metrics Development

Education

Bachelor's degree in business or health-related field

Job description

Intermountain Health is seeking a Contact Center Operations Supervisor for a fully remote position. You will lead an operational team, hire and develop talent, and act as a subject matter expert to meet KPIs and drive continuous improvement.

The role emphasizes strong leadership, coaching, budgeting, and the ability to manage a high-performing team while delivering superior customer service across a complex center. Remote options may apply where approved.