NC 211 Call Center Manager

Job Description

Position: Contact Center Manager

Exempt, full-time

Reports to: Senior Director of Operations

United Way mobilizes communities to action so all can thrive. For almost 50 years, United Way of North Carolina (UWNC) has been a statewide organization, partnering with 47 local United Ways to co-create solutions to people’s most pressing challenges. We take a comprehensive approach, listening and responding to statewide needs, including but not limited to, strengthening local resilience and advancing health, youth opportunity, and financial security in our state. UWNC bridges and mobilizes people, local United Ways, and resources so individuals, families, and communities thrive in North Carolina. We are committed to four core areas of work: Member Services, NC 211, Disaster Response and Advocacy.

Purpose: The Call Center Manager is responsible for the day-to-day operations of our 211 Contact Center Services within United Way of North Carolina (UWNC). This includes scheduling and managing staff; providing guidance and support to NC 211’s on- and off-site Consumer Service representatives (CSRs) and all various programs within the contact center; ensuring high-quality delivery of Health and Human services information to the general public; maintaining the confidentiality of 211 callers; and ensuring our contact center is in accordance with Inform USA standards. The Contact Center Manager sets a tone of warmth, respect, professionalism, and excellence in our 211 Contact Center. S/he is a coach and a collaborator—leading and motivating the Call Center team, 211 Contact Center Manager will uphold high standards of quality, and working with staff and community partners to find the best possible solution to any given problem.

 We are seeking a team player who is interested in being a part of a strong, innovative management team in a growing organization. The Call Center Manager must be willing to welcome change and throw ideas and energy into helping us build an organization that fulfills our vision of a community that values and supports the health and well-being of every individual.

Essential Functions:

Personnel Management: 

• Provide oversight, coaching, and development of contact center staff to ensure the achievement of all goals, metrics, and contract deliverables.  This includes setting clear expectations and performance benchmarks through regularly scheduled meetings with Supervisors and Team Leads. 

• Supervise Supervisors and Team Leads and provide higher level oversight and direction of Contact Center activities. 

• Ensure successful and pliant staffing schedules by leading recruitment, hiring, onboarding and retention processes for Contact Center Supervisors, Team Leads and Community Resource Specialists. 

• Assist Supervisors in preparation of payroll and ensure overtime and Paid Time Off is approved prior to submitting payroll. 

• Ensure successful and seamless implementation and maintenance of all remote worker agreements to ensure quality NC 211 service delivery. 

• Plan and coordinate training of new staff and ongoing training of current staff with the QA and Training Manager. 

• Conduct performance appraisal process for Supervisors and Team Leads.  Support Supervisors in conducting performance appraisal process for call center staff. 

• Collaborate with the Leadership Team on recognition and incentive programs and lead their implementation within the call center. 

Program Management: 

• Proactively identify and communicate call center performance successes and irregularities to Leadership Team.   

• Identify, document, and implement best practices and enhance productivity through corrective measures.   

• Build a positive work environment that promotes staff development and retention, builds trust, and results in high work satisfaction ratings from staff. 

• Build a culture of understanding the importance of data accuracy in performance and quality metrics, as well as how it is used to inform funding decisions and community impact strategies for local United Way agencies. 

• Monitor daily, weekly, and monthly performance and quality metrics and work with Supervisors and Team Leads to redirect resources, define coaching strategies for call specialists, and identify telephony solutions that can improve efficiencies with service level agreements, contract deliverables, standard performance metrics, and staff productivity. 

• Develop daily, weekly, and monthly reports that monitor performance metrics and quality assurance standards to support staffing models, service level agreements, contract deliverables, and all new lines of business. 

• Assist in identifying, creating, implementing, and evaluating content, policies, and procedures for new lines of business, and proactively identify performance and quality metrics that are necessary to enforce contract deliverables and quality assurance. 

• Work with the Leadership Team to develop, evaluate, and implement process improvements that support increased efficiencies, productivity, and performance. 

• Activate all business continuity procedures as events dictate alongside the Senior Director of Operations and Leadership Team. 

• Support the implementation of all new lines of business and assist the Senior Director of Operations with the development and implementation of tools and resources to support new lines of business. 

• Oversee staff Inform USA certification by tracking certification activity and ensure certification of staff. 

• Support all aspects of NC 211 operations and contract compliance. 

QUALIFICATIONS:

• Bachelor’s degree, with a minimum of 3 years supervisory and related customer service experience, preferred within a call or contact center environment. 
• Available to work after hours and weekends as needed to support a 24/7 operation. Additionally, NC 211 is an integral part of the State Emergency Response Team (SERT). This requires all NC 211 staff to be available during times of emergency, to work beyond normal hours and/or to be flexible in meeting the needs of the event. 
• Knowledge of technology and software applications, especially client relationship management systems. 
• Demonstrated proficiency in using VOIP software and the Microsoft Suite Office application software. 

ADDITIONAL REQUIREMENTS:

• Ability to work in a fast-paced and ever-changing environment
• Proven problem-solving and analytical skills, critically examine complex issues, make sound and accurate judgments, and arrive at well-thought-out conclusions.
• Ability to work well under pressure while performing multiple tasks
• Self-directed work style; able to work without supervision.
• Strong working knowledge of MS Office applications.
• Strong direct and indirect management and leadership skills.
• Ability to maintain a high level of confidentiality in day-to-day duties.
• Ability to perform the job with integrity and values consistent with the UWNC Mission.
• Flexibility to work evenings and weekends.
• Valid NC Driver’s license and reliable transportation required.