Contact Center Operations Manager

Job Description:

The Contact Center Operations Manager plans and implements department strategies and operations, works to continually improve Contact Center systems and processes and provides leadership by engaging and managing staff.

** This is a remote position but it is preferred that the selected candidate live within the Intermountain Health territory.

Essential Functions

• Manages a team of Operation Supervisors that partner & collaborate with organizational stakeholders regarding department workflows and standardization across the enterprise.
• 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 operations 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. 
• Creates, maintains and manages reference documents related to workflows. Updates, maintains and manages department informatics within all current application systems, such as: Epic, Genesys, Salesforce, Microsoft, etc. 
• Maintains applicable licensing or accreditation, as required.

Skills

• Health Care Call Center Experience
• People Management
• Hiring
• Project Management
• Time Management
• Coaching
• Key Performance Indicators (KPI)
• Metrics Development
• Leadership
• Onboarding
• Mentorship

Required Qualifications

• Demonstrated experience leading teams in a health care environment.
• 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.
• 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.
• Contact Center experience highly preferred.

• Three years of leadership work experience in the health care industry, contact center, or applicable equivalency.

• 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

Physical Requirements

• 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.

Location:

Nevada Central Office

Work City:

Las Vegas

Work State:

Nevada

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. 

$39.13 - $60.39

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a s