Contact Center Operations Manager

Department: 16008771 Customer Experience Center Administration
Shift: Day/Evening (United States of America)
Hours: 40
Contract: Non-Union-NCT
Weekend Rotation: Occasional
Job Profile 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.

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

Required Qualifications

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

Physical Demands

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

Additional Job Description:

• 1.0 FTE (80 hours per two week pay period)

• 8 hour Day/Evening shifts

• Occasional weekends

Pay Range:

Pay Range: $43.65 to $60.40 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 and education. Additional incentives may be available, including discretionary monetary bonuses, goal-based bonuses, and other financial incentives.

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 up to $100 in 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
• Paid Caregiver Leave
• 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.