Operations Training Supervisor

This role leads an operational team to deliver superior customer service by hiring and developing high-performing talent. The Operations Training Supervisor – Enterprise Contact Center is responsible for designing, delivering, and continuously improving training programs that enable high-quality, compliant, and compassionate service across Intermountain’s Enterprise Contact Center. This position supervises training leads and partners with ECC Operations, Quality, and Leadership to ensure new hires and existing caregivers are prepared to meet performance, quality, and patient experience expectations.

Responsibilities

• 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.
  • Designs and delivers training programs for new hires and ongoing caregiver development.
• 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.

Requirements

• Demonstrated work experience in the healthcare industry, contact center, or applicable equivalency.
• Demonstrated ability to effectively lead a team and collaborate with others.
• Highly effective written and verbal communication skills, interpersonal skills, and proven ability to resolve conflict, coach, and build teams in a leadership capacity.
• Demonstrated ability to be highly motivated, responsible, and organized.
• Working knowledge of Microsoft Office 365, telephone equipment, and relevant computer programs.
• Demonstrated ability to organize, prioritize, supervise, and work independently on projects.

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.

Skills

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

Physical Requirements

• Ongoing need to see and read information, documents, monitors, identify equipment and supplies, and assess customer needs.
• Frequent interactions requiring verbal communication, hearing, and understanding spoken information quickly and accurately.
• Manual dexterity for manipulating complex and delicate equipment, including frequent computer use for typing and accessing information.

Schedule

Monday – Friday, 8:00 AM – 5:00 PM

Pay

The hourly range for this position is $25.39 - $40.00. Actual hourly rate is dependent upon experience.

Benefits

This position is benefits-eligible. Intermountain Health provides a generous benefits package covering a wide range of programs to foster a sustainable culture of wellness, including health, happiness, security, connection, and engagement. Learn More About Our Comprehensive Benefits Package here.

Location: Lake Park Building, West Valley City, Utah. This is a fully remote position based at the Canyons Enterprise Contact Center. Scheduled weekly hours: 40.