Supervisor Contact Center
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 the Contact Center’s daily operations, including call monitoring, training, 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 in an 8-hour day/evening shift, with an occasional weekend rotation. The position is based at 8880 Evergreen Blvd, Coon Rapids, MN 55433-6040.
Requirements
- Associate's or vocational degree and 2 years of related experience; alternatively, 4 years of related experience with 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 using identified tools.
- Identify and document key performance criteria using business requirements documentation and project plans.
- Facilitate knowledge gathering for 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.
- Monitor queues.
- Participate in internal and external team projects, committees, and work groups; complete special projects as assigned.
- Review calibrated and audited agent service observations.
- Coordinate with other supervisors to provide direction and client perspective.
- Reinforce use of reference tools, SOPs, trained workflows, compliance processes, and self-service tools.
- Provide call coaching, development, and performance guidance.
- Lead daily huddles.
- Hire and onboard new employees.
- Train, orient, and maintain employee competencies.
- Maintain schedules, approve time off, and sign off on timecards.
- Manage employee performance, including performance reviews.
- Reinforce quality criteria measured for each program or service line.
- Query systems for contact history, call recordings, workflows, and related information.
- Review call metrics and contact handling for compliance.
- Identify problem areas and recommend solutions.
- Resolve escalated issues in a timely manner.
- Perform other duties as assigned.
Benefits
- Medical and dental coverage.
- PTO/time away.
- Retirement savings plans.
- Life insurance.
- Short-term and long-term disability.
- Voluntary benefits, including vision, legal, and critical illness coverage.
- Tuition reimbursement or continuing medical education, as applicable.
- Student loan support benefits to navigate the Federal Public Service Loan Forgiveness Program.
- Well-being dollars, well-being navigators, programs, activities, articles, videos, personal coaching, and tools.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
