Supervisor Contact Center

AHS Allina Health System; Coon Rapids (MN); On-site; USD 50,000 - 68,000; Full time

Benefits offered by this job

Medical/Dental

PTO/Time Away

Retirement Savings Plans

Life Insurance

Disability insurance

Tuition Reimbursement

Job summary

Allina Health in Minnesota seeks an experienced Call Center Supervisor to lead the Customer Experience Center’s daily operations. You will supervise agents, coach performance, manage scheduling, and oversee onboarding and training to ensure top-tier service.

The role emphasizes adherence to SOPs, quality metrics, and collaboration with cross-functional teams; 1.0 FTE, 8-hour day/evening shifts, occasional weekend rotation, with competitive pay and benefits.

Qualifications

• Associate's or Vocational degree with 2 years related experience or 4 years related experience and must 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 is preferred and beneficial for leadership roles.

Responsibilities

• Monitors call center performance and documents key metrics using business requirements and project plans.
• Provides call coaching, development and performance feedback; leads daily huddles.
• Hires and onboards new employees; maintains scheduling, time off approvals and timecard sign-off.
• Manages performance reviews and oversees quality monitoring and problem resolution.

Skills

Call center supervision

Coaching & development

Scheduling & time management

Training & onboarding

Education

Associate's or Vocational degree

Bachelor's degree (preferred)

Job description

Location

Location Address: 8880 Evergreen Blvd Coon Rapids, MN 55433-6040 Date Posted: November 03, 2026 Department: 16008774 Customer Experience Center HOS Shift: Day/Evening (United States of America) Shift Length: 8 hour shift Hours Per Week: 40 Union Contract: Non-Union-NCT Weekend Rotation: Occasional

Job Summary

Allina Health is a not-for-profit health system that cares for individuals, families and communities throughout Minnesota and western Wisconsin. If you value putting patients first, consider a career at Allina Health. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. This includes you and your loved ones. We are committed to providing whole person care, investing in your well-being, and enriching your career.

Key Position Details

1.0 FTE (80 hours per two-week pay period) 8-hour day/evening shift Occasional weekend rotation

Principal Responsibilities

• Daily operations 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.
• Supervision of employees Reviews service observations for agents that are calibrated and audited for performance. Coordinates with other supervisors to provide direction and client perspective. Reinforces use of all reference tools, SOPs, trained workflows, compliance and self-service tools. Provides call coaching, development and performance. Leads daily huddles.
• Hires and onboards of new employees. Trains, orients and maintains competencies for employees. Maintains scheduling, time off approval and timecard sign-off.
• Performance management of employee, including performance reviews.
• Quality Monitoring and Problem Resolution Reinforces quality criteria that is measured for each program/service line. Queries systems for contact history, call recordings, work flow, etc. Reviews performance on call metrics and contact handling to insure compliance. Identifies problem areas and recommend solutions. Resolves escalated issues in a timely manner. Other duties as assigned.

Required Qualifications

• 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

Preferred Qualifications

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

Physical Demands

Sedentary: Lifting weight up to 10 lbs. occasionally, negligible weight frequently

Pay Range

Pay Range Pay Range: $35.61 to $48.81 per hour The pay described reflects the base hiring pay range. Your starting rate would depend on a variety of factors including, but not limited to, your experience, education, and the union agreement (if applicable). Shift, weekend and/or other differentials may be available to increase your pay rate for certain shifts or work. Allina Health is committed to adhering with all applicable local, state and federal minimum wage requirements.

Benefit Summary

Allina Health believes the best way to provide safe and compassionate care for our patients is by nurturing the passion of those who care for them. That’s why we devote extraordinary resources to help you grow and thrive — not only as a professional but also as a whole person. When you join our team, you have access to a wealth of valuable employee benefits that support the total well-being — mind, body, spirit and community — of you and your family members. Allina Health is all in on your well-being. Because well-being means something different to everyone, our award-winning program provides you with the resources you need to help you navigate your personal journey. This includes well-being dollars, dedicated well-being navigators, and many programs, activities, articles, videos, personal coaching and tools to support you on your journey. We are focused on creating an inclusive workplace so everyone can see themselves as part of our care team. Our care teams are as diverse as the communities we serve and proud to be contributing to the mission of a leading health care organization. Our pioneering approach to well-being helps every member of our care team feel a deep sense of connection and joy in their work. Benefits include:

• 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

Allina Health is a 501(c)(3) eligible employer *Benefit eligibility/offerings are determined by FTE and if you are represented by a union. People at Allina Health have a career of making a difference in the lives of the millions of patients we see each year at our 90+ clinics, 12 hospitals and through a wide variety of specialty care services in Minnesota and western Wisconsin. We’re a not-for-profit organization committed to enriching your career by providing ongoing training, competitive compensation, support for work-life balance and ways to give back to the communities we serve. Join our team of 27,000+ employees – your career opportunities are limitless!

Equal Employment Opportunity

Allina Health is proud to be an Equal Employment Opportunity employer, and will make employment decisions without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

E-Verify

Allina Health is an E-Verify Employer Allina Health complies with federal requirements to verify the employment eligibility of all persons hired to work in the United States. Allina Health is an E-Verify employer. E-Verify is an Internet-based system that compares information from each new employee’s Form I-9 to records available from the Social Security Administration (SSA) and the Department of Homeland Security (DHS) to confirm work authorization. An E-Verify case must be created no later than the third business day after the employee starts work for pay. All Forms I-9 must be completed and received by the Office of Human Resources accordingly. For more information, link to: Right to Work Poster (e-verify.gov)