[Hiring] Contact Center Operations Supervisor @Intermountain Health

Role Description

The Contact Center Operations Supervisor is a leader of an operational team who creates a team environment that delivers superior customer service by hiring and developing high performing and engaged talent. Acts as a subject matter expert and a point of escalation to remove barriers, meet KPIs and the successful obtainment of goals. Is a champion of continuous improvement and implementing best practices.

Essential Functions:

• Responsible for hiring, onboarding, and the development of talent (e.g. training, mentoring, knowledge, skills, tools).
• Provides support, coaching and corrective action, career planning and progression.
• Accountable for creating a team culture of engagement, compassion, and diversity.
• Manages team expenses, including labor budget allocations, overtime, scheduling and budgeted hours, timecard approval and oversight, and oversight of compensation and incentives.
• Demonstrates a high level of leadership acumen (e.g. excellent communication, approachable, follows through on commitments, trustworthy, purposeful).
• Acts as a subject matter expert, representative for organization, project management, and serves as an escalation point to solve problems and remove barriers.
• Responsible for the operational workflow/performance of the team including employee metrics, department and company KPIs, obtainment of goals, continuous improvement, compliance to rules and regulations, and the delivery of superior service.
• Demonstrates subject matter expertise regarding contact center roles and responsibilities and may be required to perform the role of a front-line caregiver, including all essential duties and responsibilities of any position within operational business need.

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 effective interpersonal skills.
• Proven ability to resolve conflict, be an effective coach, and team builder in a leadership capacity.
• Demonstrated ability to be highly motivated, responsible, and organized.
• Working knowledge of Microsoft Office 365, telephone equipment, and relevant computer programs.
• Demonstrated ability to organize, prioritize, supervise, and work independently on projects.

Requirements

• Bachelor's degree in a business or health-related course of study obtained through an accredited institution (preferred).
• Three years of work experience in the health care industry, contact center, or applicable equivalency (preferred).
• One year of supervisory experience in a health care environment (preferred).
• Demonstrated knowledge of process improvement principles and effective project management skills (from brainstorming to implementation) through daily work assignments (preferred).
• Experience with workforce management and performance management (preferred).

Benefits

• Generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness.
• Focus on living healthy, happy, secure, connected, and engaged.