Remote Contact Center Operations Supervisor

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

Benefits offered by this job

Benefits Eligible

Job summary

Intermountain Health seeks a Contact Center Operations Supervisor to lead a high-performing team focused on delivering superior customer service. You will hire, onboard, coach, and develop talent while monitoring KPIs, budgets, and performance, driving continuous improvement.

The role can involve frontline duties in peak times and requires strong communication and leadership skills. We offer a flexible work setup in a healthcare environment, with shifts Mon–Fri and hours that may vary.

Qualifications

• Healthcare industry or contact center leadership experience.
• Proven ability to lead a team and collaborate with others.
• Strong written and verbal communication and interpersonal skills; conflict resolution and coaching.
• Organized, motivated with knowledge of Microsoft Office 365 and relevant computer programs.
• Ability to organize, prioritize, supervise, and work independently on projects.

Responsibilities

• Hire, onboard, and develop talent, providing coaching and career progression.
• Manage team expenses, labor budgets, scheduling, timecard approvals, and incentives.
• Exhibit leadership acumen and serve as escalation point to solve problems and remove barriers.
• Oversee operational workflow, team KPIs, goals attainment, and continuous improvement.
• Apply contact center SME knowledge; may perform frontline caregiver duties 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

Tools

Microsoft Office 365

Telephone equipment

Job description

Intermountain Health seeks a Contact Center Operations Supervisor to lead a high-performing team focused on delivering superior customer service. You will hire, onboard, coach, and develop talent while monitoring KPIs, budgets, and performance, driving continuous improvement.

The role can involve frontline duties in peak times and requires strong communication and leadership skills. We offer a flexible work setup in a healthcare environment, with shifts Mon–Fri and hours that may vary.