Supervisor Contact Center

Allina Health System • Coon Rapids, MN

1d • Onsite

About The Position

Allina Health is a not-for-profit health system serving individuals, families, and communities throughout Minnesota and western Wisconsin. Its mission is to provide exceptional care by preventing illness, restoring health, and providing comfort. The organization emphasizes whole-person care, employee well-being, and career development.

The Supervisor Contact Center leads daily Contact Center operations, including call monitoring, employee training and hiring, performance management, and quality assurance. The supervisor provides exceptional customer service and resolves complex escalations from consumers. This is a 1.0 FTE position working 80 hours per two-week pay period on an 8-hour day/evening shift, with an occasional weekend rotation. The role is based at 8880 Evergreen Blvd, Coon Rapids, Minnesota.

Requirements

• Associate's or vocational degree and 2 years of related experience; or 4 years of related experience and a commitment 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 a related field.
• 2 years of leadership experience.

Responsibilities

• Monitor call center performance, queues, service observations, call metrics, and contact handling using identified tools and systems.
• Document key performance criteria using business requirements documentation and project plans.
• Facilitate knowledge gathering to develop training materials, quality measurements, and specialized reporting requirements.
• Recommend agent skill levels, training requirements, and other specialized needs.
• Estimate call volumes and work activities that drive cost and staffing requirements.
• Participate in internal and external projects, committees, and work groups, and complete special projects as assigned.
• Coordinate with other supervisors to provide direction and client perspective.
• Reinforce use of reference tools, standard operating procedures, trained workflows, compliance practices, and self-service tools.
• Coach employees and support their development and performance; lead daily huddles.
• Hire, onboard, train, and orient employees, and maintain employee competencies.
• Maintain employee schedules, approve time off, and sign off on timecards.
• Conduct employee performance management, including performance reviews.
• Reinforce quality criteria for each program or service line.
• Query systems for contact history, call recordings, workflows, and related information.
• Identify problem areas and recommend solutions.
• Resolve escalated issues in a timely manner.
• Perform other duties as assigned.

Benefits

• Medical and dental coverage.
• Paid time off and time away.
• Retirement savings plans.
• Life insurance.
• Short-term and long-term disability coverage.
• Voluntary benefits, including vision, legal, and critical illness coverage.
• Tuition reimbursement or continuing medical education, as applicable.
• Student loan support and benefits to navigate the Federal Public Service Loan Forgiveness Program.
• Well-being dollars, well-being navigators, programs, activities, personal coaching, and tools.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree