Contact Center Operations Supervisor

IMH

. Lead an operational team to deliver superior customer service .

Posted 10/26/2026full-timeRemote • Utah • United StatesMid-LevelSenior💰 $25 - $40 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing operational teams within the health care industry, focusing on talent development, performance management, and continuous improvement. Proficient in utilizing Microsoft Office 365 and implementing best practices to enhance customer service and achieve organizational goals.

Highest-signal resume keywords

Team LeadershipPerformance ManagementProject ManagementProcess ImprovementCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Budget ManagementKPI ManagementConflict ResolutionWorkforce ManagementSupervisory ExperienceProcess Improvement PrinciplesProject Management Skills

Soft Skills

Effective CommunicationInterpersonal SkillsCoachingOrganizational SkillsMotivation

Tools & Technologies

Microsoft Office 365Telephone EquipmentComputer Programs

Industry Keywords

Health Care IndustryContact CenterTalent DevelopmentEmployee MetricsContinuous Improvement

About the role

Key responsibilities & impact

Lead an operational team to deliver superior customer service
Hire, onboard, train, mentor, and develop talent
Provide support, coaching, corrective action, and career planning
Create a culture of engagement, compassion, and diversity
Manage labor budgets, overtime, scheduling, budgeted hours, timecard approval, compensation, and incentives
Serve as a subject matter expert, organizational representative, project manager, and escalation point
Solve problems, remove barriers, and support KPI and goal attainment
Manage operational workflow, employee metrics, department and company KPIs, compliance, and continuous improvement
Deliver superior service and implement best practices
Perform front-line caregiver duties when required by operational business needs
Participate in video interviews through Microsoft Teams and potential onsite interviews and meetings

Requirements

What you’ll need

Demonstrated work experience in the health care industry, contact center, or applicable equivalency
Demonstrated ability to effectively lead a team and collaborate with others
Highly effective written and verbal communication and interpersonal skills
Proven ability to resolve conflict, coach, and build teams in a leadership capacity
Highly motivated, responsible, and organized
Knowledge and applicable work experience
Working knowledge of Microsoft Office 365, telephone equipment, and relevant computer programs
Ability to organize, prioritize, supervise, and work independently on projects
Bachelor’s degree in a business or health-related course of study from an accredited institution (preferred)
Three years of work experience in the health care industry, contact center, or applicable equivalency (preferred)
One year of supervisory experience in a health care environment (preferred)
Knowledge of process improvement principles and effective project management skills (preferred)
Experience with workforce management and performance management (preferred)
Ability to meet physical requirements involving reading information, verbal communication, hearing, and manual dexterity
Potential candidates must reside outside California, Connecticut, Hawaii, Illinois, Massachusetts, Minnesota, New York, Pennsylvania, Rhode Island, Vermont, Virginia, and Washington

Benefits

Comp & perks

Generous benefits package covering programs for wellness, including living healthy, happy, secure, connected, and engaged
Flexible work options where approved and stated in the job posting
Remote work expectations include use of company equipment