Remote Contact Center Operations Leader

Intermountain Healthcare Inc.; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Intermountain Healthcare Inc. is seeking a remote Contact Center Operations Supervisor to lead an operational team dedicated to delivering exceptional service. You will hire, onboard, and develop talent, provide coaching, and manage performance while removing barriers to hitting KPIs.

You will oversee scheduling, budgeted hours, and expenses, champion continuous improvement, and serve as a subject matter expert. Remote work is option; some onsite interviews may occur.

Qualifications

• Experience in health care industry, contact center, or equivalent.
• Proven ability to lead a team and collaborate effectively.
• Strong written and verbal communication, conflict resolution, and coaching.
• Organized, self-motivated, able to manage multiple projects.
• Working knowledge of Microsoft Office 365 and contact center tech.

Responsibilities

• Hire, onboard, and develop talent with coaching and performance management.
• Manage team expenses, scheduling, and budgeted hours; oversee timecards.
• Provide leadership, escalation point, and problem-solving to remove barriers.
• Ensure delivery of operations KPIs, goals, and continuous improvement.
• Apply contact center SME knowledge; may perform frontline caregiver duties.

Skills

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

KPI

Metrics Development

Education

Diploma

Tools

Microsoft Office 365

Telephone equipment

Relevant computer programs

Job description

Intermountain Healthcare Inc. is seeking a remote Contact Center Operations Supervisor to lead an operational team dedicated to delivering exceptional service. You will hire, onboard, and develop talent, provide coaching, and manage performance while removing barriers to hitting KPIs.

You will oversee scheduling, budgeted hours, and expenses, champion continuous improvement, and serve as a subject matter expert. Remote work is option; some onsite interviews may occur.