Remote Contact Center Ops Leader

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

Benefits offered by this job

Benefits Eligible

Job summary

Intermountain Health is seeking an Contact Center Operations Supervisor to lead a high-performing team delivering exceptional customer service. You will hire, train, coach, and develop staff, drive initiatives to hit KPIs, and champion continuous improvement while adhering to policies and standards.

The role requires strong leadership, budget awareness, and the ability to escalate and remove barriers. Remote work options may apply where approved, with potential onsite engagement as needed.

Qualifications

• Demonstrated work experience in the health care industry, contact center, or applicable equivalency.
• Demonstrated ability to effectively lead a team and collaborate with others.
• Demonstrated highly effective written and verbal communication skills and interpersonal skills.
• Working knowledge of Microsoft Office 365, telephone equipment and relevant computer programs.
• Ability to organize, prioritize, supervise, and work independently on projects

Responsibilities

• Hire, onboard, and develop talent; coach and mentor; foster engagement, compassion, and diversity.
• Manage team expenses, including labor budgets, overtime, scheduling, timecards, and incentives.
• Exhibit strong leadership, communication, accountability, and problem-solving to remove barriers.
• Oversee operational workflow, employee metrics, KPIs, and continuous improvement.
• Possess SME knowledge of contact center roles and responsibilities; may perform frontline caregiver duties if needed.

Skills

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

Key Performance Indicators

Metrics Development

Education

Bachelor's degree in business or healthcare

Three years healthcare/contact center experience

One year supervisory experience in healthcare

Tools

Microsoft Office 365

Job description

Intermountain Health is seeking an Contact Center Operations Supervisor to lead a high-performing team delivering exceptional customer service. You will hire, train, coach, and develop staff, drive initiatives to hit KPIs, and champion continuous improvement while adhering to policies and standards.

The role requires strong leadership, budget awareness, and the ability to escalate and remove barriers. Remote work options may apply where approved, with potential onsite engagement as needed.