Contact Center Quality Analyst, Sr. jobs in Duluth, MN

Job Summary:
The Arrowhead Area Agency on Aging (AAAA), a division of Arrowhead Regional Development Commission (ARDC), seeks a full-time Senior LinkAge Line (SLL) Contact Center Supervisor. This is a mid-level management position responsible for managing the daily operations of Senior LinkAge Line (SLL) direct services, supervision of staff, training, development, monitoring daily call volume, abandonment rate and service levels, and taking incoming calls as needed to ensure adequate phone coverage.

Position Requirements:

· Bachelor’s degree from an accredited college or university in a human services-related field, such as social work, nursing, psychology, public administration, gerontology or business/operations management and two-years of lead, supervisory and/or management experience in the human services field or contact center;

· OR six-years of experience providing employee supervision in the human services field.

Necessary Knowledge and Skills:

Exceptional oral and written communication skills; ability to motivate others; manage time well; ability to be adaptable and flexible; strong mentorship skills; excellent problem-solving skills and performance management skills.

Other Requirements:

· A valid driver’s license.

· This position must be able to work remotely at times. Sufficient high-speed internet, secure and password protected service is required.

Salary: $62,400-$70,000/year (based on qualifications and experience)

Location: Duluth, MN. Hybrid options available.

ARDC offers a competitive benefits package that includes health insurance (including family), as well as dental, life and disability insurance, vacation and sick time, holidays and more.

For a complete description, visit: https://ardc.org/careers/. Candidates must follow the application instructions listed on ARDC’s website to be considered.

Deadline to apply: Sunday, May 5, 2024

Job Type: Full-time

Pay: $62,400.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Relocate:

• Duluth, MN 55802: Relocate before starting work (Required)

Work Location: Hybrid remote in Duluth, MN 55802