Supervisor Contact Center

Allina Health

1d • $36 - $49 • Onsite

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. Key Position Details: 1.0 FTE (80 hours every two-week pay period) 8 hour, evening shifts Occasional weekends On-call Job Description: Leads the daily operations for the Contact Center, including call monitoring, training, hiring, performance management and quality assurance. Provides exceptional customer service and resolves complex escalations from all consumers. Principle Responsibilities Daily operations Monitors call center performance using identified tools. Identifies and documents key performance criteria using business requirements documentation and project plans. Facilitates knowledge gathering for development of training material, quality measurements, and specialized reporting requirements. Recommends agent skill level, training requirements and other specialized needs. Estimates volume and work activities that drive cost and staffing requirements. Monitors queues. Internal and external team projects, committees and work groups. Special projects as assigned. Supervision of employees Reviews service observations for agents that are calibrated and audited for performance. Coordinates with other supervisors to provide direction and client perspective. Reinforces use of all reference tools, SOPs, trained workflows, compliance and self-service tools. Provides call coaching, development and performance. Leads daily huddles. Hires and onboards of new employees. Trains, orients and maintains competencies for employees. Maintains scheduling, time off approval and timecard sign-off. Performance management of employee, including performance reviews. Quality Monitoring and Problem Resolution Reinforces quality criteria that is measured for each program/service line. Queries systems for contact history, call recordings, work flow, etc. Reviews performance on call metrics and contact handling to insure compliance. Identifies problem areas and recommend solutions. Resolves escalated issues in a timely manner. Other duties as assigned.

Requirements

• Associate's or Vocational degree and 2 years of related experience or 4 years of related experience and must commit to enroll in an Associate’s program within 6 months of hire and obtain an Associate’s degree within 4 years of hire

Nice To Haves

• Bachelor's degree in business, marketing, finance, communications or related field
• 2 years of leadership experience

Responsibilities

• Monitors call center performance using identified tools.
• Identifies and documents key performance criteria using business requirements documentation and project plans.
• Facilitates knowledge gathering for development of training material, quality measurements, and specialized reporting requirements.
• Recommends agent skill level, training requirements and other specialized needs.
• Estimates volume and work activities that drive cost and staffing requirements.
• Monitors queues.
• Reviews service observations for agents that are calibrated and audited for performance.
• Coordinates with other supervisors to provide direction and client perspective.
• Reinforces use of all reference tools, SOPs, trained workflows, compliance and self-service tools.
• Provides call coaching, development and performance.
• Leads daily huddles.
• Hires and onboards of new employees.
• Trains, orients and maintains competencies for employees.
• Maintains scheduling, time off approval and timecard sign-off.
• Performance management of employee, including performance reviews.
• Reinforces quality criteria that is measured for each program/service line.
• Queries systems for contact history, call recordings, work flow, etc.
• Reviews performance on call metrics and contact handling to insure compliance.
• Identifies problem areas and recommend solutions.
• Resolves escalated issues in a timely manner.
• Other duties as assigned.

Benefits

• Medical/Dental
• PTO/Time Away
• Retirement Savings Plans
• Life Insurance
• Short-term/Long-term Disability
• 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: Mid Level
• Education Level: Associate degree