Contact Center Supervisor

Allina Health

Contact Center Supervisor leading customer service operations for Allina Health, a Minnesota and western Wisconsin not-for-profit health system. Managing escalations, staffing, quality assurance and employee performance.

Posted 8/10/2026full-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 expertise in leading Contact Center operations, including performance management, training, and quality assurance. Proficient in customer service, problem resolution, and compliance with established standards.

Highest-signal resume keywords

Contact Center Operations ManagementPerformance ManagementCustomer Service ExcellenceEmployee DevelopmentQuality Assurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call MonitoringPerformance Metrics AnalysisBusiness Requirements DocumentationTraining Material DevelopmentStaffing Requirements EstimationSOP ComplianceCall CoachingEmployee Performance ReviewsQuery Systems for Contact HistoryEscalation Resolution

Soft Skills

LeadershipCommunicationProblem-SolvingTeam CollaborationTraining and Onboarding

Certifications & Qualifications

Associate's DegreeVocational Degree

Industry Keywords

Contact CenterQuality MeasurementsService Line MetricsPerformance CriteriaClient Perspective

About the role

Key responsibilities & impact

Lead daily Contact Center operations, including call monitoring, training, hiring, performance management and quality assurance
Provide exceptional customer service and resolve complex escalations from consumers
Monitor call center performance, queues and program/service-line metrics using identified tools
Identify and document performance criteria using business requirements documentation and project plans
Facilitate knowledge gathering for training materials, quality measurements and specialized reporting
Recommend agent skill levels, training requirements and specialized needs
Estimate volume and work activities driving cost and staffing requirements
Participate in internal and external team projects, committees, work groups and special projects
Review agent service observations calibrated and audited for performance
Coordinate with other supervisors to provide direction and client perspective
Reinforce reference tools, SOPs, trained workflows, compliance and self-service tools
Provide call coaching, employee development and performance management
Lead daily huddles
Hire, onboard, train and orient new employees and maintain competencies
Maintain scheduling, approve time off and sign off timecards
Conduct employee performance reviews
Reinforce quality criteria for each program/service line
Query systems for contact history, call recordings and workflows
Review call metrics and contact handling for compliance
Identify problem areas, recommend solutions and resolve escalated issues

Requirements

What you’ll need

Associate's or Vocational degree and 2 years of related experience
Alternatively, 4 years of related experience, commitment to enroll in an Associate’s program within 6 months of hire, and obtain an Associate’s degree within 4 years of hire
2 years of leadership experience preferred
Bachelor's degree in business, marketing, finance, communications or related field preferred
Ability to work 8-hour day/evening shifts
Ability to work occasional weekends
Sedentary work; lifting up to 10 lbs. occasionally and negligible weight frequently
Must meet employment eligibility verification requirements for work in the United States

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
Well-being dollars
Dedicated well-being navigators
Well-being programs, activities, articles, videos, personal coaching and tools
Ongoing training
Support for work-life balance
Competitive compensation
Shift, weekend and/or other differentials may be available