Contact Center Operations Supervisor

Intermountain Health•Lake Park, IA

1d•$25 - $40

About The Position

The Contact Center Operations Supervisor leads an operational team to deliver superior customer service by hiring and developing high-performing, engaged talent. The supervisor serves as a subject matter expert and escalation point, removes barriers, supports KPI achievement and goal attainment, and champions continuous improvement and best practices. The role is based at the Lake Park Building in West Valley City, Utah, and is scheduled for 40 hours per week. The listed hourly range is $25.39–$40.00, with the actual rate dependent on experience. Flexible work options may be available where approved and stated in the job posting; candidates who reside or plan to reside in certain listed states are not being considered. A Microsoft Teams video interview is required, and onsite interviews or meetings may also be required. The supervisor may be required to perform front-line caregiver duties, including essential duties of positions within the operational team, when business needs require. Intermountain describes a comprehensive benefits package focused on caregiver well-being; details are provided through its benefits information.

Requirements

Demonstrated work experience in the health care industry, a contact center, or an applicable equivalent.
Demonstrated ability to effectively lead a team and collaborate with others.
Highly effective written and verbal communication and interpersonal skills, with demonstrated ability to resolve conflict, coach effectively, and build teams in a leadership capacity.
Ability to be highly motivated, responsible, and organized; working knowledge and applicable work experience.
Working knowledge of Microsoft Office 365, telephone equipment, and relevant computer programs.
Ability to organize, prioritize, supervise, and work independently on projects.

Nice To Haves

Bachelor’s degree in a business- or health-related course of study from an accredited institution; education is verified.
Three years of work experience in the health care industry, a contact center, or an applicable equivalent.
One year of supervisory experience in a health care environment.
Knowledge of process improvement principles and effective project management skills, from brainstorming through implementation, demonstrated through daily work assignments.
Experience with workforce management and performance management.

Responsibilities

Hire, onboard, train, mentor, and develop team members; provide coaching, support, corrective action, and career planning and progression.
Create a team culture centered on engagement, compassion, and diversity.
Manage team expenses, including labor budget allocations, overtime, scheduling, budgeted hours, timecard approval and oversight, and compensation and incentives oversight.
Demonstrate leadership acumen and subject matter expertise; represent the organization, manage projects, serve as an escalation point, solve problems, and remove barriers.
Manage team operational workflow and performance, including employee metrics, department and company KPIs, goal attainment, continuous improvement, regulatory and rules compliance, and delivery of superior service.
Demonstrate expertise in contact center roles and responsibilities and perform front-line caregiver duties when required by operational business needs.