Contact Center Operations Manager

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Job Description:

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

Principle Responsibilities

• Oversees day to day operations.
  • Forecasts volumes and work activities from all types of media by building and using modeling tools.
  • Schedules staff using call center metrics and methodologies.
  • Monitors performance of individuals and group using call center reporting tools.
  • Performs analysis of statistics to create individual and team standards.
  • Recommends staffing changes, additions and reductions as needed.
  • Designs and modifies workflows, scripts, and tools to create efficient processes.
  • Uses phone system technology to route contacts and provide an exceptional customer experience.
  • Troubleshoots and resolves technical or process related problems.
  • Provides feedback to management teams regarding service failures or customer concerns.
  • Establishes and manages quality processes that ensure customers are receiving timely, accurate and high touch customer experience.
  • Provides metrics and analytics that demonstrate an environment of process improvement.
• Develops and manages staff.
  • Manages one or more contact center sites with responsibility for more than 40 FTE's and direct reports with multiple job roles.
  • Directly manages 3-5 supervisors, leads or technical specialists.
  • Establishes a workforce through recruitment, coaching, education and professional development activities.
  • Achieves targeted metrics for attrition, tenure, skill level and quality performance for each team.
  • Manages, develops and evaluates the performance of direct reports, including establishing action plans.
  • Works with direct reports to ensure their staff are receiving timely and appropriate training and performance management.
• Project management.
  • Develops, packages and implements innovative solutions that support our internal and external customers' strategic plan.
  • Recommends efficient, cost effective alternatives.
  • Champions new technology to meet business objectives.
  • Maintains strong, proactive vendor relationships.
  • Interacts with internal and external equipment/software providers to plan, design and implement systems, services and interfaces
  • Serves as project leader for improvement efforts as needed and lead teams to achieve improved productivity, increased process efficiency, and customer satisfaction.
• Customer relationship strategy.
  • Plans, organizes and implements overall customer relationship strategy and philosophy necessary to consistently provide and maintain exemplary service to customers.
  • Maintains strategic customer relationships with leaders across the system.
  • Reviews, researches and recommends systems and services.
  • Meets 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
• 3+ years supervisory or management experience

Preferred Qualifications

• 5+ years supervisory or management 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 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.