Operations Supervisor

Telligen • West Des Moines, IA

6d • Hybrid

About The Position

The Operations Supervisor oversees contact center operations for the Illinois Targeted Case Management Program (IL TCMP) contract and supports the management team with client implementations and performance expectations. This hybrid position requires onsite work on Mondays and Fridays at Telligen’s West Des Moines, Iowa office.

The Illinois Tailored Care Management Program helps people with complex health and social needs transition from nursing facilities and Specialized Mental Health Rehabilitation Facilities (SMHRFs) to community-based living. Through person-centered care management and coordinated support services, the program helps members live more independently and thrive in their communities.

Requirements

• Two-year degree in management, business, or a related field, and/or equivalent training and/or experience in a healthcare environment.
• Three years of experience in customer service, scheduling, or a healthcare operations environment.
• Demonstrated experience in a mentoring and supervisory role.
• U.S. citizenship may be required for positions working on specific contracts.

Nice To Haves

• Strong analytical thinking skills and sound judgment.
• Ability to plan and organize.
• Leadership skills in directing others.
• Customer service experience and technical expertise.

Responsibilities

• Oversee and ensure performance measures are met by evaluating client and staff performance outcomes.
• Oversee staff scheduling, improve customer service levels, and analyze productivity and operational reports.
• Ensure objectives are completed accurately and on time according to contractual and company requirements.
• Select, develop, and manage employees to support individual, team, and organizational success.
• Promote employee accountability through routine observation, performance measurement, and feedback.
• Apply the Telligen Management Philosophy that managers coach, engage, and support employees to achieve results.
• Work with management team members to establish cost-effective methods and recommend process changes or automation to leadership to improve efficiency and reduce costs.
• Monitor call center industry trends and recommend improvements that support company strategic goals and objectives.
• Perform other duties as assigned.

Benefits

• Telligen refers applicants to its Benefits Summary for a general description of benefits and other compensation available for the position.
• Telligen is a 100% employee-owned company, and employee-owners share in the company’s success.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree