- 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
- 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
- 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
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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:
Principal Responsibilities
Requirements
Physical Demands
Sedentary:
Lifting up to 10 lbs. occasionally, negligible weight frequently