What are the responsibilities and job description for the Assistant Call Center Director (6224) position at Baltimore Crisis Response, Inc.?
Description
Job Scope:
The Deputy Director of Call Center Services will assist with oversight of the day to day for all call center services, work with leadership to strategize and develop short-term and long-term plans that increase operational efficiency, productivity, and success, including grant monitoring, contact management, and. QA. The Deputy Director of Call Center Services will oversee a range of internal operations for the Call Center initiatives.
Responsibilities For The Deputy Director Of Call Center Services:
Qualifications
Job Scope:
The Deputy Director of Call Center Services will assist with oversight of the day to day for all call center services, work with leadership to strategize and develop short-term and long-term plans that increase operational efficiency, productivity, and success, including grant monitoring, contact management, and. QA. The Deputy Director of Call Center Services will oversee a range of internal operations for the Call Center initiatives.
Responsibilities For The Deputy Director Of Call Center Services:
- Defining, implementing and revising operational policies and guidelines for Call center operations
- Collaborate with the local partners to coordinate quality assurance and control activities
- Research new directives for program growth, following state and National standards.
- Participate in community and stakeholder engagement meetings
- Assist with overseeing technical systems and solutions
- Develop, implement, and monitor day-to-day operational systems and track goals, progress, and obstacles of key initiatives
- Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks
- Assist the Director Call Center & System coordination in providing leadership and oversight for the program’s day-to-day functions.
- Manages preparation and submission of materials for annual audit.
- Perform risk management to minimize project risks
- Participates in the hiring and training of new managers
- Organizes and oversees the work and schedules of the call center managers
- Participates in the professional development and performance coaching of call center managers
- Master's degree in business management, psychology, social work, or a related field is required
- LGPC, LMSW, LCPC, LCSW-C required
Qualifications
- Master's degree in business management, psychology, social work, or a related field is required
- LGPC, LMSW, LCPC, LCSW-C required
Salary : $85,000 - $90,000
