# Contact Center Operations Supervisor

**Company**: Intermountain Health
**Location**: West Valley City, Utah
**Experience**: senior
**Job type**: full-time
**Salary**: $25.39 - $40.00
**Category**: Customer Service
**Industry**: Healthcare

**Apply**: https://imh.wd108.myworkdayjobs.com/en-US/IntermountainCareers/job/Lake-Park-Building/Contact-Center-Operations-Supervisor---Canyons_R183731?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_5aae58ca-c74

## 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 successfully obtain goals.

Is a champion of continuous improvement and implementing best practices.

**Essential Functions**

- Responsible for hiring, onboarding, and development of talent, providing support, coaching, and corrective action, career planning, and progression.

- Manages team expenses, including labor budget allocations, overtime, scheduling, and budgeted hours.

- Demonstrates high-level leadership acumen, excellent communication, approachability, and trustworthiness.

- Responsible for operational workflow and performance of the team, including employee metrics, department and company KPIs, goal obtainment, continuous improvement, and compliance.

- Demonstrates subject matter expertise regarding contact center roles and responsibilities.

**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 healthcare industry, contact center, or applicable equivalency.

- Demonstrated ability to effectively lead a team and collaborate with others.

- Highly effective written and verbal communication skills and effective interpersonal skills.

- Ability to be highly motivated, responsible, and organised.

- Working knowledge of Microsoft Office 365, telephone equipment, and relevant computer programs.

**Preferred Qualifications**

- Bachelor's degree in a business or health-related course of study.

- Three years of work experience in the healthcare industry, contact center, or applicable equivalency.

- One year of supervisory experience in a healthcare environment.

- Demonstrated knowledge of process improvement principles and effective project management skills.

- Experience with workforce management and performance management.

**Physical Requirements**

- Ongoing need to see and read information, documents, monitors, identify equipment and supplies.

- Frequent interactions with providers, colleagues, customers, patients/clients, and visitors.

- Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy.

**Benefits**

We provide a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness.

**Location:** Lake Park Building, West Valley City, Utah

**Scheduled Weekly Hours:** 40

**Hourly Rate:** $25.39 - $40.00

## Skills

### Required
- People Management
- Project Management
- Time Management
- Hiring
- Onboarding
- Coaching
- Leadership
- Mentorship
- Key Performance Indicators (KPI)
- Metrics Development

### Nice to have
- Bachelor's degree in a business or health-related course of study
- Three years of work experience in the healthcare industry
- One year of supervisory experience
- Process improvement principles
- Workforce management
- Performance management

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Source: [Apply at imh.wd108.myworkdayjobs.com](https://imh.wd108.myworkdayjobs.com/en-US/IntermountainCareers/job/Lake-Park-Building/Contact-Center-Operations-Supervisor---Canyons_R183731?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)