Charitable Advisors LLC
  • 01-Oct-2018 to 30-Oct-2018
  • - Connect2Help 2-1-1
  • Indianapolis, IN, USA
  • $40,000 to $45,000. Salary is competitive and commensurate with level of experience.
  • Full Time
  • Strong Benefits package: Paid Time Off, Medical, Dental, Vision, Life, LTD, STD, Employee Assistance Program, 403(b) with Employer Match.

Connect2Help211's mission is to facilitate connections between people who need human services and those who provide them.  Through the easy-to-remember 2-1-1 dialing code, Connect2Help211 (C2H) serves solely to promote self-sufficiency, change lives and, as a result, improve the quality of life in our communities.
 
The Connect2Help211 call center receives between 200,000 and 250,000 inbound calls annually for a variety of different contractual phone lines.  We are the 24/7 call center answering the 211calls for 35 central Indiana counties and the afterhours/weekend 211 center for all 92 Indiana counties.  We answer the National Suicide Prevention Lifeline numbers as well as serve as the central Indiana Domestic Violence hub.  Through our partnership with Indiana 211 we answer the Indiana Adult Protective Services line as well as the OpenBeds substance use disorder treatment line.  Through our partnership with United Way of Central Indiana, we are the entry point/scheduling point for the Energy Assistance Program (EAP) for Marion County. We also handle some additional specialty contracts for local, statewide and out of state partners.  We are the largest 211 in Indiana and one of the largest in the United States.
 
Description:
The Call Center Manager is responsible for ensuring that the Connect2Help211 Community Navigators and temporary EAP staff meet all contract, program and initiative metrics while adhering to the Alliance of Information and Referral Systems (AIRS) and C2H Quality and Productivity Standards. 
 
Duties:
• Ensure the call center staff is a well-functioning team and is providing high quality service to our callers
• Monitor daily call center reports for productivity, quality and program metric compliance for all channels of service delivery (calls, text, chat, etc.)
• Help develop, implement and monitor overall quality assurance report cards and productivity/occupancy standards.
• Ensure the call center is appropriately and adequately staffed while adhering to C2H budget demands.
• Manage Community Navigator Supervisors, ensuring that employee reviews and disciplinary functions are performed in a timely fashion
• Provide backup and support to the Community Navigator Supervisor and Supervisors on Duty
• Participate in hiring and selection of Community Navigators
• Oversee morale, teambuilding and professional development activities for call center staff;
• Assist in the facilitation of staff meetings and training, as needed.
• Work with the Director of Operations & Training, the Training and Education Manager, and the Data Analytics Manager to provide continuous review and improvement of Call Center processes and outcomes to ensure high quality service
• Because we are a 24/7 call center, some weekend and evening availability and/or on-call ability is required
• All other duties, as assigned.
 
Qualifications:
• BA/BS preferred
• Previous experience in call center management
• Previous non-profit experience helpful but not required
• Strong knowledge of the social service delivery system preferred
• Prior knowledge and experience working with an ACD system and database software preferred
• Possesses the ability to problem solve, think critically and remain calm in high pressure situations
• Must be highly organized, flexible, and independent
• Must have strong supervisory skills, excellent verbal and written communication skills, and the ability to implement and explain program policy and procedures
• Must have a demonstrated ability to work with a broad range of individuals and personalities
 
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