Contact Center Services Manager

Job Description

Employment Opportunity

Contact Center Services Manager

Job Description:

VIA is seeking a full time Contact Center Services Manager to work 37.5 hours per week. This position is primarily responsible for the day-to-day operations of the contact center including scheduling, quality assurance of service delivery, maintaining, and troubleshooting contact center technology solutions (phone systems, CRM, etc.). Under the direction of the Director of Contact Center Services, the Contact Center Services Manager is expected to ensure day to day service delivery in the Contact Center is in alignment with accreditation standards and contract deliverables.

Essential Functions:

• Leads quality assurance efforts of Contact Center service delivery in accordance with AIRS Accreditation requirements and contract deliverables
• Identify opportunities for process improvements and implement best practices to increase efficiency and service quality.
• Responsible for resolving complex caller and/or customer issues and/or concerns
• Monitor and analyze team performance metrics, providing feedback and coaching as needed to enhance individual and team effectiveness.
• Oversee the onboarding and training of new staff
• Evaluate staffing needs and schedule staff for 24/7 continuous operations, ensuring staff hours of coverage are meeting call volume and service delivery demands
• Responsible for managing and troubleshooting technology needs in the Contact Center in conjunction with the IT Department
• Prepare regular reports on contact center performance, including call volume, response times, customer feedback, and other key metrics.
• Prepare appropriate billing reports and invoicing information to facilitate processing by the Finance department
• Answer calls and contacts and complete data entry as needed
• Support the Contact Center Disaster Plan
• Assist with recruitment, interviewing and hiring individuals to work in the Contact Center as needed
• Participate in internal agency committees
• Represent the agency &/or program in outreach events or provide presentations
• Assist with social media outreach for 211WNY
• Attend community meetings
  
  

Competencies:

• Proficient in use of Microsoft Office suite and internet applications
• Demonstrate excellent internal and external customer service
• Demonstrate patience, flexibility, and problem solving
• Demonstrate sensitivity to and appreciation of diverse viewpoints
• Effectively work with individuals of diverse backgrounds
• Comfortable communicating with individuals in crisis or experiencing high levels of stress
• Maintain a calm, sensitive demeanor in an actively changing work environment
• Maintain confidentiality and professionalism in a fast-paced environment
• Counsel individuals with an ability to balance agency policy while displaying sensitivity to clients/colleagues
• Apply agency standards in performance of position duties
  
  

Qualifications:

• Bachelor’s degree with one year of experience in human services field or a high school diploma/equivalent with three years of experience in human services field experience
• Minimum of 2 years training and/or quality assurance experience in a call center or similar environment
• AIRS CRS certification required within 1 year of employment if candidate does not already have upon hire
  
  

Compensation:

• $28.00 per hour
  
  

VIA is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department via phone at (716)882-1025