Supervisor Contact Center
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: Learn a little more about what makes our customer experience centers unique: Meet our Care Team members: Customer Experience Center 8-hour day shifts with occasional evening and weekend coverage Position will be based out of Coon Rapids but may float to the Allina Commons(2925 Chicago Ave Minneapolis, MN 55407) as needed 1.0 FTE (80 hours per two-week pay period)
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
- 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.
- 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.
- Participates in internal and external team projects, committees and work groups.
- Works on special projects as assigned.
- 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 management.
- Leads daily huddles.
- Hires and onboards new employees.
- Trains, orients and maintains competencies for employees.
- Maintains scheduling, time off approval and timecard sign-off.
- Manages employee performance, 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 recommends solutions.
- Resolves escalated issues in a timely manner.
- Performs 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
- Well-being dollars
- Dedicated well-being navigators
- Programs, activities, articles, videos, personal coaching and tools to support well-being
- Employee resource groups (ERGs)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
