Contact Center Operations Supervisor

We are seeking an organized and driven leader to join our Contact Center as an Operatins Supervisor. If you're passionate about providing exceptional care and want to work in an environment that values growth, we’d love to hear from you!

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Posting Specifics

• Entry Rate: $25.39 depending on experience

• Benefits Eligible: Yes, check them out here

• Shift Details: Full-time, 40 hours per week

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. 

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

• 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/clients, and visitors require caregiver to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.

• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.