Contact Center Supervisor

Allina Health

Supervising Contact Center operations at Allina Health while ensuring exceptional service and managing team performance. Leads daily tasks, training, call monitoring, and escalations.

Posted 7/30/2026full-timeCoon Rapids • Minnesota • 🇺🇸 United StatesJuniorMid-Level💰 $36 - $49 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing Contact Center operations, focusing on performance management, training, and quality assurance. Proficient in customer service excellence and resolving complex escalations while ensuring compliance with performance metrics.

Highest-signal resume keywords

Contact Center Operations ManagementPerformance ManagementCustomer Service ExcellenceTraining and DevelopmentLeadership Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call MonitoringQuality AssurancePerformance Metrics AnalysisBusiness Requirements DocumentationProject Planning

Soft Skills

Conflict ResolutionCoachingTeam LeadershipCommunication

Tools & Technologies

Call Center Performance Tools

Certifications & Qualifications

Associate's DegreeVocational Degree

Industry Keywords

Contact CenterEscalation ManagementStaffing RequirementsTraining Material Development

About the role

Key responsibilities & impact

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.
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.
Coordinates with other supervisors to provide direction and client perspective.
Provides call coaching, development and performance.
Leads daily huddles.
Trains, orients and maintains competencies for employees.
Reviews performance on call metrics and contact handling to insure compliance.
Resolves escalated issues in a timely manner.

Requirements

What you’ll need

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
Bachelor's degree in business, marketing, finance, communications or related field preferred
2 years of leadership experience

Benefits

Comp & perks

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