Call Center Operations Supervisor

As the Call Center Operations Supervisor, you will be responsible for oversight of contact center operations for the Illinois Targeted Case Management Program (IL TCMP) contract. You will also serve as a resource to the management team through involvement in client implementations and performance expectations.

This is a hybrid position, requiring onsite days on Mondays and Fridays from our West Des Moines, IA office.

The Illinois Tailored Care Management Program helps individuals with complex health and social needs transition from nursing facilities and Specialized Mental Health Rehabilitation Facilities (SMHRFs) to community-based living. Through person-centered care management and coordinated support services, the program empowers members to live more independently and thrive in their communities.

What You'll Do:

• Oversees and ensures performance measures are met by evaluating client and staff performance outcomes
  • These measures include but are not limited to oversight for staff scheduling, improving customer service levels, analyzing productivity and operational reports
  • Ensures objectives are met timely and accurately according to contractual and company requirements
  • Selects, develops, and manages employees to achieve individual, team, and organizational success
  • Ensures employee accountability through routine observation, performance measurement, and performance feedback
  • Fulfills the Telligen Management Philosophy that "Managers coach, engage, and support our people to achieve results"
  • Works closely with management team members to ensure cost effective methods are in place and makes recommendations to leadership for changes to improve efficiencies and reduce costs through process changes and automation
  • Stays abreast of call center industry trends. Makes recommendations to leadership for improvements in meeting company strategic goals and objectives
  • Performs miscellaneous duties as assigned

Required Skills and Experience:

• Two year degree in management or business or related field and/or equivalent training and/or experience in a healthcare environment
• 3 years experience in a customer service, scheduling, or health care operations environment
• Demonstrated experience in a mentoring and supervisory type role
• Positions working on specific contracts may require U.S. Citizenship.

Preferred Skills and Experience:

• Strong analytical thinking skills and sound judgement
• Ability to plan and organize
• Leadership skills in directing others
• Customer service experience and technical expertise