Operations Training Supervisor

Job Description:

The Contact Center Operations Supervisor is a leader of an operational team who creates a team environment that delivers superior customer service by hiring and developing high performing and engaged talent. Acts as a subject matter expert and a point of escalation to remove barriers, meet KPIs and the successful obtainment of goals. Is a champion of continuous improvement and implementing best practices.

The Operations Training Supervisor - Enterprise Contact Center is responsible for leading the design, delivery, and continuous improvement of training programs that enable high-quality, compliant, and compassionate service across Intermountain's Enterprise Contact Center. This role supervises training leads and partners closely with ECC Operations, Quality, and Leadership to ensure new hires and existing caregivers are fully prepared to meet performance, quality, and patient experience expectations.

The Training Supervisor plays a critical role in driving consistency, competency, and operational readiness across contact center functions supporting patient access, scheduling, registration, and customer experience.

Essential Functions

Training Leadership & Supervision

• Directly supervises contact center training leads, providing coaching, feedback, performance management, and professional development.
• Fosters an engaged, inclusive, and high-performing training team aligned with Intermountain values.

Training Program Design & Delivery

• Partners with ECC Operations, Quality, and Subject Matter Experts to identify training needs and align content with business priorities.

Performance & Quality Alignment

• Collaborates with Quality Assurance to align training with call standards, quality metrics, and calibration outcomes.

Operational Partnership

• Works closely with ECC leadership to support new service launches, process changes, technology implementations, and enterprise initiatives.
• Ensures training readiness for go-live events, staffing transitions, and workflow changes.

Governance, Compliance & Documentation

• Maintains accurate training documentation, attendance records, and competency validation as required.

Skills

• People Management
• Project Management
• Time Management
• Hiring
• Onboarding
• Coaching
• Leadership
• Mentorship
• Key Performance Indicators (KPI)
• Metrics Development

Required Qualifications

• 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

Job Details

• Benefits Eligible: YES
• Shift Details: MONDAY - FRIDAY; 8A - 5P
• Unit/Location: Canyons Enterprise Contact Center - FULLY REMOTE

Preferred Qualifications

• Bachelor's degree in education, business, healthcare administration, or a related field.
• Experience delivering or supervising training in a healthcare or enterprise contact center setting.
• Knowledge of adult learning principles, instructional design, and training evaluation methods.
• Experience supporting performance metrics such as quality scores, KPIs, and customer experience measures.

Physical Requirements

• Ongoing need for caregiver to see and read information, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
• Frequent interactions with providers, colleagues, customers, patients/clients, and visitors require caregiver 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 equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.

Location: Lake Park Building

Work City: West Valley City

Work State: Utah

Scheduled Weekly Hours: 40

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

$25.02 - $39.41

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.

Location:

Lake Park Building

Work City:

West Valley City

Work State:

Utah

Scheduled Weekly Hours:

40

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

$25.39 - $40.00

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.

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

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.