Contact Center Manager

Contra Costa Crisis Center is seeking to fill the Contact Center Manager position. The Contact Center Manager is responsible for running the day-to-day operations of the center, including managing contact specialists and shift supervisors. Key responsibilities include staff scheduling, staff recruiting & training, quality assurance and data curation. This position reports to the Associate Program Director, Clinical Director of Programs, and Executive Director and works collaboratively with the other agency team leaders to ensure excellent client service response and workflow coverage.

Responsibilities include:

• Recruiting contact specialists and shift supervisors as needed to support call center needs.

• Ensuring flexibility in staff/volunteer schedules to align with covering 24-hour 988 Crisis/211 lines including emergency coverage for understaffed shifts.

• Assessing classroom training materials, staff/volunteer orientation structure including role play sessions, and evaluation tools for call/text/chat to ensure a superior/best practice training program.

• Visit day, evening, overnight and weekend shifts to observe staff/volunteer responses to and documentation of contacts and provide recommendations to the Training Manager for enhanced training as needed.

• Development, implementation and execution of contact program services, policies, and procedures.

• Expansion of text/chat services to 24-hour coverage as facilitated via program funding and contractual obligations.

• Supporting staff with additional training as needed for text/chat on the shared 988 California text line platform and electronic health record software.

• Collecting/analyzing data in collaboration with the leadership team to validate quality assurance and meet required performance targets.

• Supporting leadership by ensuring compliance with accreditation and governing bodies (i.e., AAS, ICH and Lifeline).

• Maintaining a healthy supportive work environment by providing weekly supervision, mentoring, coaching, for staff and volunteers to include:

• Feedback, guidance, and consultation

• Goals & Objectives

• Productivity

• Call review (including caller-related support, responding to grievances and complaints from program participants, debriefing and coaching staff as needed)

• Silent monitoring

• Timesheet approval and attendance

• Personnel issues and concerns

• Supporting agency’s professional relationships with all funders, addressing requests/requirements timely.

• Conducting training for the community as appropriate.

• Participating in grant/project related conference calls and webinars as appropriate.

• Perform other duties as assigned by the Clinical Director of Programs and/or Executive Director.

Required Qualifications:

• Crisis intervention experience required (minimum six months).

• Program management experience preferred, developing policies and procedures, and overseeing staff.

• Flexibility with schedule, available afternoons, evenings, overnights, and weekends to visit/support staff working these shifts as needed.

• Ability to graciously handle competing priorities while working in a high stress environment.

• Commitment to self-reflection, personal accountability, and ability to demonstrate cultural humility.

• Consistently demonstrate behaviors that align with Contra Costa Crisis Center’s values, foster teamwork/healthy work environment and community care.

• Computer/software/database literacy.

• Excellent written and verbal communication skills.

• Valid California Driver’s License and access to a working vehicle and current automobile insurance.

• Ability to clear a criminal background check upon hire.

Desired Qualifications:

• Graduate degree (MA/MS/MSW) in education, psychology, social welfare, or related field

• Spanish and English language proficiency

• Experience with, and commitment to multiculturalism and social justice

• Teaching/training experience

Salary & Benefits

The Contra Costa Crisis Center is an equal opportunity employer. We offer a competitive salary and comprehensive benefits package including medical, dental, vision, life, AD&D, LTD, paid vacation, holidays, and sick time, and 403B Retirement Savings Plan.

Commitment to Diversity and Anti-Racism

Contra Costa Crisis Center is deeply committed to principles of diversity, equity, inclusion, and anti-racism. We provide equal employment opportunities to all applicants without regard to race, ethnicity, religion, creed, color, nationality, gender, gender identity, genetic information, sexual orientation, age, ancestry, physical or mental disability, medical condition, and marital status. We do not tolerate discrimination or harassment in any form.

We strive to ensure that our staff and our volunteers – including volunteer leadership on our Board of Directors and its committees – reflect the diversity of the communities we serve.

Our policy is to treat all with dignity and respect. This includes (but not limited to) staff, volunteers, clients and prospective clients, colleagues at other non-profits, donors, employees of government agencies and businesses, people attending our events, and members of the public in general.