Lead Operations Supervisor

About TP

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include

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

Purpose

Assist with the development, implementation and improvement of contact center day-to-day operations for inbound technical support and customer service support.

This position is 100% onsite in Boise, ID. Work at home is not available for this position.

Your 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.
• Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.
• 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
• Performs other related duties and assignments as required

Qualifications

• Local to Boise, ID area to accommodate onsite
• 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.
• Some travel may be required
• Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions 

Required Experience

• Experience managing multiple programs concurrently is a plus.
• Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.
• Excellent verbal and oral communication skills.
• 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.

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer