Remote Contact Center Operations Leader

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

Benefits offered by this job

Benefits eligible

Job summary

Intermountain Health is seeking a Contact Center Operations Supervisor to lead a team, hire and develop talent, and ensure superior customer service. You will be a SME, escalate issues, manage expenses, and drive continuous improvement within a dynamic contact center environment.

The role emphasizes coaching, performance management, and a strong focus on metrics and customer experience across shifts and operations.

Qualifications

• Demonstrated work experience in the health care industry, contact center, or equivalent.
• Proven ability to lead and collaborate with others.
• Strong written and verbal communication; conflict resolution and coaching skills.
• Organizational, prioritization, and independent project work abilities.

Responsibilities

• Hire, onboard, and develop talent; coach, mentor, and drive engagement.
• Manage team expenses, labor budgets, scheduling, timecards, and incentives.
• Exhibit leadership acumen; solve problems and remove barriers.
• Oversee operational workflow, KPIs, and continuous improvement initiatives.
• 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 in business or health related field

Tools

Microsoft Office 365

Job description

Intermountain Health is seeking a Contact Center Operations Supervisor to lead a team, hire and develop talent, and ensure superior customer service. You will be a SME, escalate issues, manage expenses, and drive continuous improvement within a dynamic contact center environment.

The role emphasizes coaching, performance management, and a strong focus on metrics and customer experience across shifts and operations.