Supervisor, Contact Center

E-Verify Program

Leads daily operations for the Contact Center at Allina Health. Provides exceptional customer service and manages performance-related activities.

Posted 7/21/2026full-timeCoon Rapids • Minnesota • 🇺🇸 United StatesJuniorMid-Level💰 $36 - $49 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing Contact Center operations, focusing on performance management, training development, and exceptional customer service. Proficient in analyzing call center metrics and implementing strategies to enhance service quality and efficiency.

Highest-signal resume keywords

Contact Center Operations ManagementPerformance ManagementCustomer Service ExcellenceTraining DevelopmentLeadership Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call MonitoringQuality AssuranceBusiness Requirements DocumentationProject PlanningPerformance Criteria Identification

Soft Skills

Problem SolvingCommunicationTeam Collaboration

Tools & Technologies

Call Center Performance Tools

Certifications & Qualifications

Associate's Degree Commitment

Industry Keywords

Escalation ResolutionStaffing RequirementsQueue MonitoringSpecial Projects

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.
Internal and external team projects, committees and work groups.
Special projects as assigned.

Requirements

What you’ll need

Associate's or Vocational degree and 2 years of related experience or 4 years of related experience
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 (preferred)

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