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;
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);
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.

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.

We care about your well-being – mind, body, and spirit
Generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness
Opportunities to live healthy, happy, secure, connected, and engaged

Contact Center Operations Supervisor

Key skills