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    Manager, Contact Center Operations - Minneapolis, United States - Allina Health

    Allina Health
    Allina Health Minneapolis, United States

    2 weeks ago

    Default job background
    Regular, Full time
    Description

    Number of Job Openings Available:

    1

    Date Posted:

    April 18, 2024

    Department:

    Customer Experience Center Administration

    Shift:

    Day/Evening/Night (United States of America)

    Shift Length:

    Variable shift length

    Hours Per Week:

    40

    Union Contract:

    Non-Union

    Weekend Rotation:

    Other

    Job Summary:

    Supports the operations of Contact Center for patient and provider contacts via phone, data system, or email.

    Key Position Details:

    This department is open 24/7, 365 days a year and supports Allina Health enterprise wide. As a member of the leadership team, individuals in this position may be called up to support system outages or downtime events that may occur afterhours, weekends and holidays.

    • This position is onsite- based at the Midtown Commons location in Minneapolis, MN
    • This role will be travel between additional Allina Health locations, as needed
    • Initial training an onboarding out of our Coon Rapids, MN location

    Meet our Customer Experience Leader Minda Garcia:

    Job Description:

    Principle Responsibilities

    • Day to day operations.
      • 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.
    • Project 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.
    • Customer relationship strategy.
      • 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.
      • Other duties as assigned.

    Job Requirements

    • Bachelor's degree in Business, Marketing, Information Services or related field required
    • 3 to 7 years experience in a call center environment required
    • 5 to 7 years supervisory or management experience required

    Physical Demands
    Sedentary:
    Lifting weight Up to 10 lbs. occasionally, negligible weight frequently

    Allina Health is committed to providing Equal Employment Opportunities to all employees and applicants. EO M/F/Disability/Vet Employer.
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