Contact Center Operations Supervisor

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

📋 Description

• Oversee an operational contact center team to provide exceptional customer service.

• Recruit, onboard, train, mentor, and cultivate a high-performing workforce.

• Offer support, coaching, corrective measures, career planning, and development opportunities.

• Foster a culture of engagement, empathy, and diversity.

• Manage labor budgets, overtime, scheduling, approved hours, timecard verification, compensation, and incentives.

• Act as a subject matter expert, organizational representative, project manager, escalation contact, and problem solver.

• Oversee team workflow and performance, employee metrics, KPIs, objectives, continuous improvement, and regulatory adherence.

• Provide outstanding service and implement best practices.

• Carry out front-line caregiver responsibilities as needed based on operational demands.

• Engage in Microsoft Teams video interviews and possible onsite interviews and meetings.

⛳️ Requirements

• Proven work experience in the healthcare sector, contact center, or a relevant equivalent.

• Ability to effectively lead a team and collaborate successfully with others.

• Excellent written and verbal communication and interpersonal skills.

• Proficient in conflict resolution, coaching, and team-building in a leadership role.

• Highly driven, accountable, and organized.

• Familiarity with Microsoft Office 365, telephone systems, and relevant software applications.

• Capable of organizing, prioritizing, supervising, and independently managing projects.

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

• Three years of experience in the healthcare industry, contact center, or a relevant equivalent (preferred).

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

• Understanding of process improvement principles and effective project management techniques.

• Experience in workforce management and performance evaluation.

• Ability to fulfill physical requirements involving vision, hearing, verbal communication, and manual dexterity.

🏝️ Benefits

• Eligible for benefits.

• Comprehensive benefits package that includes wellness, healthy living, security, connection, and engagement programs.

• Flexible work arrangements where permitted and specified in the job posting.

• Company-provided equipment and remote work support as outlined in remote work expectations.