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Job Summary:

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:

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