Customer Experience Center Supervisor

Location Address:

Date Posted:

Department:

Shift:

Shift Length:

Hours Per Week:

Union Contract:

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Job Summary:

Key Position Details:

• 1.0 FTE (80 hours per two week pay period)
• 8-hour evening shifts (12:30pm-9:00pm)
• Occasional weekends
• ON SITE position

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

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.  

In addition, Allina Health offers employee resources groups (ERGs) -- voluntary, employee-led groups that serve as a resource for members and organizations by fostering a diverse, inclusive workplace aligned with the organization's mission, values, goals, business practices, and objectives. Allina Health also engages employees in various community involvement and volunteering events.  

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.