Contact Center Operations Supervisor

Job 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; and is 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); and subject matter expertise, representative for organization, project management, and serves as an escalation point and helps 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 perform the role of a front-line caregiver, including all essential duties and responsibilities of any position within operational business need. Skills People Management Project Management Time Management Hiring Onboarding Coaching Leadership Mentorship Key Performance Indicators (KPI) Metrics Development Required 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 as well as the 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. Knowledge and applicable work experience. Working knowledge of Microsoft Office 365, telephone equipment and relevant computer programs. Demonstrated ability to organize, prioritize, supervise, and work independently on projects Job Details Benefits Eligible: Yes Shift Details: M-F hours may vary from 7am-7pm Unit/Location: Remote; Contact Center, Lake Park Building Preferred Qualifications Bachelor's degree in a business or health related course of study obtained through an accredited institution. Education is verified. Three years of work experience in the health care industry, contact center, or applicable equivalency One year of supervisory experience in a health care environment. Demonstrated knowledge of process improvement principles and effective project management skills (from brainstorming to implementation) through daily work assignments. Experience with workforce management and performance management Physical Requirements Ongoing need for caregiver to see and read information, documents, monitors, identify equipment and supplies, and be able to assess customer needs. Frequent interactions with providers, colleagues, customers, patients/clients, and visitors require caregiver to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately. Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc. Location: Lake Park Building Work City: West Valley City Work State: Utah Scheduled Weekly Hours: 40 The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $25.02 - $39.41 We care about your well-being mind, body, and spirit which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged. Learn more about our comprehensive benefits package here. Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process. All positions subject to close without notice. Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a nonprofit system of 34 hospitals, 400+ clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery. Join our world-class team and embark on a career filled with opportunities, strength, innovation, and fulfillment. To find out more about us, head to our career site here. Sign up for job alerts! Click sign in at the top right corner, create a candidate account, and when we have opportunities that meet your interests, you will receive an email with the job details. Intermountain Health strives to make the application process accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email recruitment@imail.org. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. Introduce yourself to our Talent Acquisition team and we will get in touch if there is a role that seems like a good match. Intermountain Healths PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment. Learn more. The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor. All positions subject to close without notice. Thanks for your interest in continuing your career with our team!