Resource Center Manager (Call Center Manager)

Job Description

Job Description

211PBTC a dedicated and passionate agency committed to improving lives through crisis intervention and by connecting people to health, mental health, and wellness services 24 hours a day every day, seven days a week.

We are seeking an experienced call center manager to join our 211 Palm Beach Treasure Coast team. The resource center manager is responsible for overseeing and managing the operation and services of the 211 Resource Center. This role involves people operations, coordinating the compilation, interpretation and reporting of relevant data related to operational goals, service level performance; and regulatory / contract compliance. Will manage the resource team in providing referral and information services, answering crisis and suicide calls as well as other special project lines. Requires broad availability and flexibility to successfully complete requirements of the position and agency mission

Responsibilities :

Oversees our 24 / 7 resource center operations, fosters and maintains a positive working relationship within the Resource Center personnel, promotes a coaching enriched environment that recognizes quality performance.

Supervises an assigned team of direct and indirect reports, including Resource Center supervisors and specialty staff, meeting with each team member on a regular basis to review Resource Center operational performance. Oversees specific staff functions including : supervision; workforce management / scheduling, and performance management.

Using data generated by the Resource Center's operating system and agency telephone system, monitors, evaluates and analyzes to ensure data quality and integrity. Interprets information gathered to identify issues and trends. Communicates on a regular basis with Resource Center supervisors and staff to review issues requiring action steps; keeping the Director of Programs and Services apprised of all relevant information

Administers personnel policies and procedures; enforces all work rules, completes annual performance reviews of Supervisors and oversees completion of the annual review process of Resource Center staff.

Coordinates with IT and other departments to ensure adequate computer and phone support for the Resource Center to ensure that comprehensive, timely resource information and data is collected and provided

Qualifications and Experience :

• Bachelor's Degree from an accredited college or university in Business Management, Human Services, Social Work, related field or equivalent work experience is required.
• Mental health intervention experience preferred.
• Two years of relevant work experience, ideally in call center management, crisis work, social services or relevant field preferred.
• Three years of management experience.
• Bilingual (English / Spanish or English / Creole) Preferred.

The Agency :

211 Palm Beach Treasure Coast is a private nonprofit 501(c)3 agency that was started in 1971 and quickly expanded into crisis counseling and suicide prevention. The agency cultivates a caring and dynamic team to serve Palm Beach County and the Treasure Coast (five counties). Additional partners provided funding to support a quality, centralized access point for health, and human services information and crisis services. 2-1-1 was designated nationally by the FCC for information and referral purposes, and it became the telephone number for the agency's helpline.

The position : Full time

Benefits :

Work Location : Lantana, FL 33465

Local and national background clearance required.

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