The Connection Center Manager (CCM) is responsible for the delivery of high quality referrals and service to 2-1-1’s clients. The CCM will hire, train, supervise, and lead a team of Information Specialists that answer inbound calls, chats, texts, and emails. The CCM will conduct call-quality audits, coach in real-time, analyze and prepare data, and troubleshoot software and technology to ensure client satisfaction and overall team success on the connection center floor.
Areas of Responsibility:
- Provide timely coaching and feedback to Information Specialists; conduct one-on-one meetings monthly and semi-annual performance reviews for individual and departmental success
- Supervise the connection center floor; manage schedules, maximize resources, monitor quality, support escalated calls
- Conduct quality assurance audits to ensure client satisfaction and data integrity; refine procedures and recommend processes to improve quality
- Run and review call statistics, pull reports and review data to inform decisions to improve the floor, caller and information specialist experience
- Develop and manage training materials, deliver trainings and ongoing development; oversee learning management system
- Collaborate with floor leads and management to foster a positive and motivational environment
- Provide contract and special project support to leadership team as requested
- Manage partnerships as it pertains with Connection Center operations
- SME for the technology used to manage client interactions (i.e. text platform and telephony system)
- Support the 211 Director of Operations in the building and maintenance of the Interactive Voice Response (IVR) system
- Support the 211 Director of Operations in overseeing the Automatic Call Distributor (ACD)
- Build and lead RFP efforts for Connection Center needs
- Performs other duties as assigned
Educational Background:
Bachelor’s degree in a related field OR equivalent experience
Skills/Experience:
- Skilled at developing and coaching people and teams
- Ability to develop and deliver clear communication to unique and diverse audiences
- Relates openly and comfortably with diverse groups of people
- Ability to handle conflict effectively, with minimum noise
- Builds partnerships and works collaboratively with others to meet shared objectives
- Operates effectively when working with ambiguity
- Provides direction, delegates, and removes obstacles to get work done
- Skilled in connection center technology, cloud-based software, headsets, computers, phones
- Minimum 2 years management experience
- Minimum 2 years of connection center experience preferred
- 1 year experience with connection center software, reporting, and analytics preferred (experience with inContact preferred)
- Proven intermediate proficiency with Microsoft Office Suite
- Fluent in Spanish preferred
Compensation/Benefits:
Salary: $41,000 to $50,000 per year
How to Apply:
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 29 2019
Active Until:
Sep 29 2019
Hiring Organization:
United Way Worldwide
industry:
Nonprofit