Contact Center Operations Supervisor at Intermountain Healthcare

Job description

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. Posting Specifics Benefits Eligible: Yes Shift Details: Monday - Friday, hours vary between 7am - 5:30pm We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, Massachusetts, Minnesota, New York, Pennsylvania, Rhode Island, Vermont, Virginia and Washington. Please note that a video interview through Microsoft Teams will be required as well as potential onsite interviews and meetings. 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 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/cli