Contact Center Operations Supervisor

Contact Center Operations Supervisor

Requirements

• 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.

Responsibilities

• 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.

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.