Assistant Call Center Director (Bilingual-Spanish)

Assists the Call Center Director with oversight of the call center to ensure 24/7/365 service delivery; assists with initial and ongoing training of agency staff; assists Call Center Director in implementation of new programs; assists in recruitment efforts; and assists in public relations.

*Candidates must be able to participate in and complete mandatory orientation and onboarding requirements.

Reports to: Call Center Director

Employment Status: Full-time, Exempt

Qualifications:

• Must speak English and Spanish
• Bachelor’s degree in social science and/or equivalent work experience
• Successful completion of CCSI Training
• Completes Applied Suicide Intervention Skills Training (ASIST), Assessing Suicide in Kids (ASK) and Mental Health First Aid (MHFA) Training within 6 months of employment
• Call center experience of at least six months is preferred
• Self-motivated
• Adept at data systems and use of MS Word products

Responsibilities:

Call Center Operations

• Maintains training standards according to AAS, CUSA, AIRS, and MANO standards
• Supervises call center staff/volunteers/interns as directed by Call Center Director specifically provides supervision for call center shift leads
• Ensures all relevant communications, records and data are updated and recorded
• Participates in quality assurance activities
• Works to maintain Key Performance Indicators (KPI’s)
• Assists in reviewing the performance of staff
• Assists in handling caller grievances
• Ensures follow-up calls are completed and documented
• Coaches, motivates and helps in the retention of staff/volunteers/interns
• Completes and follows an annual work plan
• Refers media sources/questions and reference checks to the Executive Director
• Monitors volunteers/staff/interns for correct use of skills, empathy, etc.
• Works as an effective team player
• On-call duties as scheduled

 Administrative/ Duties

• Keeps accurate and consistent records of contacts
• Maintains confidentiality of callers and agency
• Attend in-services and meetings as scheduled
• Contact supervisors in case of emergency
• Acknowledges receipt of the Standards for Excellence: An Ethics and Accountability Code for the Nonprofit Sector
• Performs other duties as requested from time to time that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and
  effective operation of CCSI.
• Other duties as assigned     

Required Skills and Abilities:

Work Environment and Physical Requirements:

Physical Requirements:

• Requires sitting for long periods
• Use of hands to handle, control or feel objects, tools or controls
• Long periods of looking at a computer screen
• Repeat the same movements

Education and Experience Qualifications Required:

• Successful completion of CCSI Training
• Completes Applied Suicide Intervention Skills Training (ASIST), Assessing Suicide in Kids (ASK) and Mental Health First Aid (MHFA) Training within 6 months of obtaining position

Knowledge, Skills and Abilities Required:

• Knowledge of principles and processes for providing customer service
• Ability to communicate information
• Ability to work with diverse staff and client population
• Ability to multitask and stay calm in a stressful environment

Work Conditions:

• Holidays, evening and weekend coverage is required, depending on Agency needs.
• Hours are flexible to meet program needs.
• Potential exposure to highly emotional and stressful situations.

Benefits:

• 401 (k)
• Dental Insurance
• Employee Assistance Program
• Disability & Life  Insurance
• Flexible Spending Account
• Health & Vision Insurance
• Holiday Premium Pay
• Paid Time Off
• Referral Program

Equal Employment Opportunity

Community Crisis Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Salary : $58,000