Operations Supervisor

Telligen•West Des Moines, IA

4d•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 through client implementations and performance expectations. The position is hybrid, with onsite work on Mondays and Fridays at the West Des Moines, Iowa office. The program helps people with complex health and social needs transition from nursing facilities and Specialized Mental Health Rehabilitation Facilities to community-based living. Through person-centered care management and coordinated support services, it supports members in living more independently and thriving 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 healthcare operations.
Demonstrated experience in a mentoring and supervisory role.
Positions working on specific contracts may require U.S. citizenship.

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, including staff scheduling, customer service levels, productivity, and operational reports.
Ensure objectives are met accurately and on time in accordance with 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 Telligen's management philosophy of coaching, engaging, and supporting 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 to help meet company strategic goals and objectives.
Perform miscellaneous duties as assigned.