Disability Hub MN Manager

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better!

Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

The Disability Hub MN Performance Manager serves as a strategic leader in performance analytics and operational excellence, driving data-informed decision-making across the organization. This roleis responsible for developing, implementing, and continuously refining performance measurement frameworks that evaluate individual, team, and organizational effectiveness. Byleveragingdata analysis, reporting tools, and trend forecasting, the Performance Manageridentifiesopportunities to improve service delivery, strengthen quality outcomes, and ensure compliance with Hub Standards and Assurances.

In close partnership with the HUB Director, operations and executive leadership, this position translates performance insights into actionable strategies that align with organizational goals and contractual requirements. The Performance Manager champions a culture of accountability and continuous improvement byestablishingclear metrics, monitoring key performance indicators, and guiding targeted interventions that enhance quality, consistency, and sustainable growth.

• Maintain and oversee documentation, including scoring methodologies, reporting standards, and procedural updates to ensure consistency, compliance, and audit readiness.

• Develop, implement, and oversee performance management frameworks, metrics, and reporting systems to track organizational effectiveness.

• Monitor key performance indicators (KPIs), service levels, and quality benchmarks to ensure targets are consistently achieved.

• Analyze performance data and trends toidentifygaps, risks, and opportunities for improvement.

• Provide actionable insights and recommendations to leadership based on data analysis.

• Collaborate with Operations and leadership teams to create and implement performance improvement plans.

• Lead quality assurance initiatives, including call monitoring, case reviews, and compliance audits.

• Ensure adherence to regulatory requirements, internal policies, Standards and Assurances, and contractual service standards.

• Support supervisors and managers in coaching and developing staff to improve productivity, quality, and customer experience.

• Prepare and present performance reports to senior leadership and…