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