Supervisor Contact Center

Contact Center Supervisor

Location Address: 2925 Chicago Ave Loading Dock Minneapolis, MN 55407-1321

Shift: Day/Evening (United States of America)

Shift Length: 8 hour shift

Hours Per Week: 40

Union Contract: Non-Union-NCT

Weekend Rotation: Occasional

Job Summary: 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:

• 1.0 FTE (80 hours per two-week pay period)
• 8-hour day/evening shifts
• Position will be based out of Allina Commons but may float to the CEC Coon Rapids (8880 Evergreen Blvd, Coon Rapids, MN 55433) as needed
• Occasional weekends

Job Description:

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.

Principle Responsibilities

• Daily operations
  • 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.
  • Internal and external team projects, committees and work groups.
  • Special projects as assigned.
• Supervision of employees
  • 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.
  • Leads daily huddles.
  • Hires and onboards of new employees.
  • Trains, orients and maintains competencies for employees.
  • Maintains scheduling, time off approval and timecard sign-off.
  • Performance management of employee, including performance reviews.
• Quality Monitoring and Problem Resolution
  • 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 recommend solutions.
  • Resolves escalated issues in a timely manner.
• Other duties as assigned.

Required Qualifications:

• 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

Preferred Qualifications:

• Bachelor's degree in business, marketing, finance, communications or related field
• 2 years of leadership experience

Physical Demands:

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

Pay Range: $35.61 to $48.81 per hour The pay described reflects the base hiring pay range. Your starting rate would depend on a variety of factors including, but not limited to, your experience, education, and the union agreement (if applicable). Shift, weekend and/or other differentials may be available to increase your pay rate for certain shifts or work.

Benefit Summary: Allina Health believes the best way to provide safe and compassionate care for our patients is by nurturing the passion of those who care for them. That's why we devote extraordinary resources to help you grow and thrive not only as a professional but also as a whole person. When you join our team, you have access to a wealth of valuable employee benefits that support the total well-being mind, body, spirit and community of you and your family members.

Allina Health is all in on your well-being. Because well-being means something different to everyone, our award-winning program provides you with the resources you need to help you navigate your personal journey. This includes well-being dollars, dedicated well-being navigators, and many programs, activities, articles, videos, personal coaching and tools to support you on your journey.

We are focused on creating an inclusive workplace so everyone can see themselves as part of our care team. Our care teams are as diverse as the communities we serve and proud to be contributing to the mission of a leading health care organization. Our pioneering approach to well-being helps every member of our care team feel a deep sense of connection and joy in their work.

Benefits include:

• 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
• Allina Health is a 501(c)(3) eligible employer

*Benefit eligibility/offerings are determined by FTE and if you are represented by a union.