Manager, Contact Center Operations Job Description

Posted today

Manager, Contact Center Operations

Allina Health - Minneapolis, MN

Number of Job Openings Available:
1
Date Posted:
April 18, 2024
Department:

Shift:
Day/Evening/Night (United States of America)
Shift Length:
Variable shift length
Hours Per Week:
40
Union Contract:
Non-Union
Weekend Rotation:
Other
Job Summary:
Supports the operations of Contact Center for patient and provider contacts via phone, data system, or email.
Key Position Details:

This department is open 24/7, 365 days a year and supports Allina Health enterprise wide. As a member of the leadership team, individuals in this position may be called up to support system outages or downtime events that may occur afterhours, weekends and holidays.

This position is onsite- based at the Midtown Commons location in Minneapolis, MN
This role will be travel between additional Allina Health locations, as needed
Initial training an onboarding out of our Coon Rapids, MN location

Meet our Customer Experience Leader Minda Garcia:

https://bcove.video/3QIhel3

Job Description:

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.

Job Requirements

Bachelor's degree in Business, Marketing, Information Services or related field required
3 to 7 years experience in a call center environment required
5 to 7 years supervisory or management experience required

Physical Demands
Sedentary:
Lifting weight Up to 10 lbs. occasionally, negligible weight frequently