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.

Schedule

M-F 8am-5pm (Weekends and holidays off)

Job Description

• Essential Functions are recommended to be 5 but no more than 8.
• Skills. 10 skills suggested by the Workday Skills Cloud are available on the Skills-Based Practices website. They can assist you in writing your job description.
• Required and Preferred Qualifications. Education, experience, licenses & certifications.
• Physical Requirements. You may access standardized sets of physical requirements needed to perform the essential functions of this job, if you click here. You may copy/paste that information into your job description, or if appropriate, modify it as necessary.

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

• 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.
• 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.

Physical Requirements:

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.

$37.98 - $58.61

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 sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers, and for our Colorado and Montana based caregivers.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

All positions subject to close without notice.