Lead Operations Supervisor

Teleperformance • Boise, ID

394d

About The Position

The Lead Operations Supervisor at Teleperformance USA is responsible for overseeing the day-to-day operations of the contact center, focusing on inbound technical support and customer service. This role involves developing and implementing operational practices to enhance employee morale and client relationships, ensuring compliance with service commitments, and managing various operational aspects such as staffing and budget. The position requires strong leadership skills and the ability to thrive in a fast-paced environment, with a commitment to ethical conduct and operational excellence.

Requirements

• Local to Boise, ID area to accommodate onsite work.
• 3 months Team Lead experience.
• Open availability for graveyard shifts.
• Open to Overtime.
• No history of work avoidance.
• Bachelor's degree from an accredited college or university or equivalent work experience.
• Contact center leadership experience preferred.
• Currently a supervisor or above with excellent TOPS implementation skills.
• Experience managing programs with varying service objectives, agent skill requirements and technical solutions.
• Strong verbal, listening, and written communications skills required.
• Excellent attendance history is required.
• Proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.

Nice To Haves

• Experience managing multiple programs concurrently is a plus.
• Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.
• Understanding of RCM principles (EOB, COB, ERA, Payments, Adjustments/Write Offs).
• Understanding of payer rules and reimbursement.
• Hands-on experience with Prior Auth, AR Follow up and denials.
• Good understanding of patient financial concepts.

Responsibilities

• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
• Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
• Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.
• Promote the highest standards of ethical and professional conduct through demonstrated individual performance.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
• Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client.
• Perform other related duties and assignments as required.

Benefits

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees