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    Supervisor Contact Center - Minneapolis, United States - Allina Health

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    Description

    Job Title: Contact Center Supervisor


    Company: Customer Experience Center



    Number of Positions Available: 1
    Department: Customer Experience Center - Customer Care
    Shift: Day/Evening (USA)
    Hours Per Week: 40
    Union Contract: Non-Union
    Weekend Rotation: Occasional

    Job Summary:
    Responsible for leading daily operations at the Contact Center, overseeing call monitoring, training, hiring, performance management, and quality assurance to ensure exceptional customer service and resolution of complex consumer escalations.

    Key Position Details:
    • Flexible work location, potential on-site work at Allina Commons (Minneapolis)
    • Variable start times with 8-hour shifts
    • On-Call and Weekend rotation included (flexibility crucial for department success)
    • Eligible for benefits

    Principal Responsibilities
    • Daily operations
      • Monitor call center performance and identify key performance criteria
      • Facilitate knowledge gathering for training, quality measurements, and reporting
      • Recommend agent skill levels, training requirements, and staffing needs
      • Estimate volume and activities for cost and staffing projections
      • Supervise internal and external projects and committees
      • Handle special projects as assigned
    • Employee Supervision
      • Review and audit service observations to ensure performance standards
      • Coordinate with supervisors for direction and client perspective
      • Provide coaching, development, and performance feedback
      • Conduct call coaching and lead daily huddles
      • Manage hiring, onboarding, training, and performance reviews
    • Quality Monitoring and Resolution
      • Enforce quality criteria standards for all programs
      • Review call metrics, contact handling, and suggest improvements
      • Identify problem areas and propose solutions
      • Resolve escalated issues promptly

    Requirements
    • Bachelor's degree in business, marketing, finance, communications, or related field preferred
    • Associate's or Vocational degree with 2 years of related experience, or 4 years of relevant experience with commitment to enroll in an Associate's program within 6 months of hire and obtain degree within 4 years
    • 2 years of leadership experience preferred

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


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