Contact Center Operations Supervisor

This is a fully remote position, open to applicants in Utah.

📋 Description

• Oversee an operational team to provide exceptional customer service

• Recruit, onboard, train, mentor, and cultivate talent

• Offer support, coaching, corrective feedback, and career development

• Foster a culture of engagement, empathy, and diversity

• Oversee labor budgets, overtime, scheduling, approved hours, compensation, and incentives

• Act as a subject matter expert, organizational representative, project manager, and escalation point

• Address challenges, eliminate obstacles, and aid in achieving KPIs and goals

• Supervise operational workflow, employee metrics, departmental and company KPIs, compliance, and continuous enhancement

• Provide outstanding service and implement best practices

• Perform front-line caregiver responsibilities as needed based on operational demands

• Engage in video interviews via Microsoft Teams and possibly conduct onsite interviews and meetings

⛳️ Requirements

• Proven work experience in the healthcare sector, contact centers, or relevant equivalent

• Established ability to effectively lead a team and work collaboratively with others

• Highly effective written and verbal communication skills along with strong interpersonal abilities

• Demonstrated capability to resolve conflicts, provide coaching, and build teams in a leadership role

• Highly motivated, accountable, and well-organized

• Knowledge and relevant work experience in the field

• Proficient in Microsoft Office 365, telephone systems, and pertinent computer applications

• Skilled in organizing, prioritizing, supervising, and independently managing projects

• Bachelor’s degree in a business or health-related discipline from an accredited institution (preferred)

• A minimum of three years of experience in the healthcare industry, contact center, or relevant equivalency (preferred)

• At least one year of supervisory experience in a healthcare setting (preferred)

• Understanding of process improvement principles and effective project management abilities (preferred)

• Experience with workforce management and performance oversight (preferred)

• Capability to meet physical demands involving reading information, verbal communication, hearing, and manual dexterity

• Candidates must reside outside of California, Connecticut, Hawaii, Illinois, Massachusetts, Minnesota, New York, Pennsylvania, Rhode Island, Vermont, Virginia, and Washington

🏝️ Benefits

• Comprehensive benefits package that supports wellness initiatives, including living a healthy, happy, secure, connected, and engaged life

• Flexible work arrangements where approved and specified in the job posting

• Remote work expectations include the use of company-provided equipment