Assistant Director of Missouri Childhood Resource and Referral Call Center

Summary

Child Care Aware� of Missouri (CCAMO) is seeking a results-driven, customer service-oriented Assistant Director to lead our call center operations. The ideal candidate will have a strong background in managing teams, optimizing call center performance, and ensuring exceptional customer experience. This role requires excellent leadership, problem-solving skills, and the ability to drive continuous improvement while fostering a positive and productive work environment. Candidates drawn to this position will be detail oriented, customer service-minded and enjoy a fast-paced environment. Applicants should have an outgoing personality, enjoy data entry, possess an ability to process data, and excel at leading a team.

The Assistant Director of Missouri Childhood Resource and Referral Call Center is a new position funded by a state contract through the Department of Elementary and Secondary Education, Office of Childhood. Funding is provided through June 30, 2026 and may be renewed each year thereafter through June 30, 2030

Duties

Responsibilities: The Assistant Director of Missouri Childhood Resource and Referral Call Center plays a crucial role in supporting the overall management and strategic direction of call center operations. This position works with the Director of Resource and Referral to ensure efficiency, quality customer service, and high team productivity. This role requires strong leadership skills, the ability to optimize call center performance, and a deep understanding of customer service operations and delivery. The Assistant Director helps set high performance standards, ensure operational alignment with company objectives, and drive initiatives that improve efficiency, customer satisfaction, and overall call center success. This position reports to the Director of Resource and Referral.

Duties and Responsibilities:

• Work with all CCAMO Chiefs and Directors of the Resource and Referral department to develop and implement quality control measures for the call center?s daily activities.
• Work with all CCAMO Chiefs and Directors of the Resource and Referral department to establish and achieve performance goals for productivity, accuracy, efficiency, and customer satisfaction.
• Work with all CCAMO Chiefs and Directors of the Resource and Referral department to monitor continuous call center improvements and review trends for phone volume, staffing levels and customer satisfaction to determine where process improvements may be made.
• Maintain Customer Service Representatives (CSR) performance standards and quality control measures.
• Manage scheduling and call center operations using call center software and continuously monitoring call center dashboards to assign calls and agents as needed while maintaining call center flow.
• Be proficient in using a variety of call center phone center systems (e.g. Genesys or similar platforms).
• Possess a working understanding of state resources that families and stakeholders may need access to, such as the Child Care Data System (CCDS) for child care subsidy, TANF, WIC, and SNAP.
• Understand the child care referral service and ensure intake requests are captured accurately and forwarded to other appropriate CSR and/or regional partners for more in-depth assistance.
• Monitor in-bound calls for quality assurance and prompt resolution of problems to avoid interruption in services.
• Identify customer pain points, understand the issues and challenges faced by callers and ensure they are addressed proactively and/or raised to management.
• Daily coordination and supervision management of up to 17 outsourced CSR.
• Evaluate call center staff performance using identified key metrics such as accuracy, call-hold time, breaks, customer satisfaction data, and/or other prescribed metrics identified by the funder.
• Ensure CSR achieve desired service levels and receive feedback for improvement to enhance their skills.
• Use quality performance measurements to provide feedback to CSRs on a regular basis.
• Interact with customers and CSRs in a professional and courteous manner.
• Assist in preparing weekly, monthly, and annual progress and status reports, and employee performance evaluations as prescribed by the funder.
• Support additional call center projects as needed.
• Engages in the CCAMO?s fundraising and friend-raising activities.
• Promotes the Mission, Vision, Beliefs, and Values of CCAMO
• Engage in other duties, as assigned.

Requirements

• A bachelor?s degree in communications, marketing, business, or a related field.
• At least two years of experience managing a call center is preferred.
• Decisiveness and high attention to detail with a commitment to delivering quality service at all times
• Knowledge of key performance indicators for high quality customer service, evaluation of KPIs, and how to improve customer service to meet the needs of the callers.
• Ability to multitask and remain calm under pressure, especially during peak hours and/or challenging situations.
• Flexibility to work some odd hours M-F between 8:00 am and 10:00 pm and some Saturdays 8:00 am until noon. The funder of this position dictates which holidays the call center will operate.
• Positive and patient with a polite, professional phone voice and customer-centric behavior.
• Effective verbal and written communication skills, consistent application and understanding of Standard English grammar required.
• Excellent interpersonal and communication skills in both program and outreach settings including active & reflective listening, listening without judgment, patience with customers and peers alike, and critical thinking.
• Ability to read and interpret documents such as procedures manuals and operating instructions required.
• Proficient in Microsoft Office Excel, Word and Outlook.
• Ability to work in a fast-paced environment and be an energetic team player.
• Engage in other duties, as assigned.

Benefits

Company contribution to 401k vested 100% at time of hire. Company paid medical, dental, vision, long-term disability, and life insurance with a small employee copay. Accrual of two weeks? vacation and sick time during the first year. Flexible schedule. New Parental Leave Benefit! Full-time exempt employees can access up to six weeks of paid parental leave for births, surrogacies, and adoption after 12 consecutive months of active employment. (Company paid benefits add approximately $25,000 in value to the total compensation package.)