Operations Support Manager - Contact Center

Job Description:

Essential Functions

• Recruitment and Onboarding – The Operations Support Manager is often responsible for overseeing the recruitment process, which includes creating job descriptions, screening applicants, conducting interviews, and making hiring decisions. Once new employees are hired, the Operations Support Manager ensures that they go through a comprehensive onboarding process to familiarize them with the organization’s culture, policies, and procedures.
• Training and Development – Continuous training and development are essential for maintaining a skilled workforce. The Operations Support Manager identifies training needs, develops training programs, and ensures that employees have access to the resources they need to improve their skills and performance.
• Quality Assurance – The Operations Support Manager, oversees quality standards to ensure the company delivers the highest quality goods or services. Will be responsible for implementing quality assurance policies, conducting quality audits, and analyzing production processes to maintain high-quality standards.
• Regulatory and Compliance – The Operations Support Manager is responsible for staying current on laws and regulations to ensure in compliance in all areas.  In this role would optimize and simplify processes and content, all while ensuring compliance to policies, procedures and guideline.  
• Knowledge Base – The Operations Support Manager would manage at team that administers, maintains, and sustains SharePoint information & knowledge bases for the Contact Center.  Proactively connected with clinics, ECC Leadership, QA Team, and the Training & Development Team to make sure that job aids, training, and templates are updated and current with best practices, policy, and procedures.  

Skills

• Leadership
• Analytical
• Process improvement
• Communication skills
• Advanced computer proficiency
• Workload Management
• Time Management
• Performance Management

Physical Requirements:

Minimum Qualifications

• Demonstrated experience in workforce management, preferably within a relevant operational environment
• Four years of experience working with workflows and resource coordination
• Demonstrated experience in a role identifying optimization opportunities of processes and workflows.
• Demonstrated effective verbal, written, and interpersonal communication skills.
• Demonstrated experience working with continuous improvement and developing working relationships across multiple technical and clinical or operational business.

Preferred Qualifications

• Bachelor's degree in business, statistics, operations management, or a related field
• Four years of experience working with workflows and resource coordination.
• 2+ years of experience in workforce management, preferably within a relevant operational environment

Physical Requirements

• Ongoing need for employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
• Frequent interactions with providers, colleagues, customers, members and visitors that require employee 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 supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.
• Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.

Location:

Work City:

Work State:

Scheduled Weekly Hours:

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

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 package here.

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.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.