Contact Center Operations Manager

Allina Health

75d • $43 - $60

About The Position

Allina Health is a not-for-profit health system that cares for individuals, families and communities throughout Minnesota and western Wisconsin. If you value putting patients first, consider a career at Allina Health. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. This includes you and your loved ones. We are committed to providing whole person care, investing in your well-being, and enriching your career.

Requirements

• Bachelor's degree in Business, Marketing, Information Services or related field.
• 3+ years experience in a call center environment.
• 5+ years supervisory or management experience.

Responsibilities

• Supports the operations of Contact Center for patient and provider contacts via phone, data system, or email.
• Forecast volumes and work activities from all types of media by building and using modeling tools.
• Schedule staff using call center metrics and methodologies.
• Monitor performance of individuals and group using call center reporting tools.
• Perform analysis of statistics to create individual and team standards.
• Recommend staffing changes, additions and reductions as needed.
• Design and modify workflows, scripts, and tools to create efficient processes.
• Use phone system technology to route contacts and provide an exceptional customer experience.
• Troubleshoot and resolve technical or process related problems.
• Provide feedback to management teams regarding service failures or customer concerns.
• Establish and manage quality processes that ensure customers are receiving timely, accurate and high touch customer experience.
• Provide metrics and analytics that demonstrate an environment of process improvement.
• Develop and manage staff.
• Manage one or more contact center sites with responsibility for more than 40 FTE’s and direct reports with multiple job roles.
• Directly manage 3-5 supervisors, leads or technical specialists.
• Establish a workforce through recruitment, coaching, education and professional development activities.
• Achieve targeted metrics for attrition, tenure, skill level and quality performance for each team.
• Manage, develop and evaluate the performance of direct reports, including establishing action plans.
• Work with direct reports to ensure their staff are receiving timely and appropriate training and performance management.
• Develop, package and implement innovative solutions that support our internal and external customers’ strategic plan.
• Recommend efficient, cost effective alternatives.
• Champion new technology to meet business objectives.
• Maintain strong, proactive vendor relationships.
• Interact with internal and external equipment/software providers to plan, design and implement systems, services and interfaces.
• Serve as project leader for improvement efforts as needed and lead teams to achieve improved productivity, increased process efficiency, and customer satisfaction.
• Plan, organize and implement overall customer relationship strategy and philosophy necessary to consistently provide and maintain exemplary service to customers.
• Maintain strategic customer relationships with leaders across the system.
• Review, research and recommend systems and services.
• Meet with internal and external contacts to foster strong relationships for support of contact center operations.

Benefits

• Medical/Dental
• PTO/Time Away
• Retirement Savings Plans
• Life Insurance
• Short-term/Long-term Disability
• Paid Caregiver Leave
• Voluntary Benefits (vision, legal, critical illness)
• Tuition Reimbursement or Continuing Medical Education as applicable
• Student Loan Support Benefits to navigate the Federal Public Service Loan Forgiveness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree