What are the responsibilities and job description for the Manager - Call Center Operations TFSC FT position at Goodwill Industries of San Antonio?
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In 1945 Goodwill San Antonio’s founding purpose was to fight poverty and create opportunity for adults and youth in our community who were underserved by access to education and employment. Our founding purpose “Fighting Poverty and Creating Opportunity” endures today and now drives our mission of “Helping Changing Lives Through the Power of Work” in a new era of 21st century skills.
Goodwill San Antonio is one of the largest nonprofit organizations in San Antonio, employing more than 1,500 individuals who passionately serve our mission. We live out our purpose by providing our employees and others with the tools to succeed in their personal and professional lives and opportunity for upward economic mobility through education and employment programs. We are able to offer these programs and services through our mission-driven business operations with retail stores and contracts with local businesses to augment their operations.
We are currently seeking a dynamic individual who has a passion for serving others and making a difference. Working Here Helps Changes Lives. Join the GoodwillSA team and Apply Today: WorkforGoodSA.org.
POSITION SUMMARY
This position plans, directs, and coordinates the day-to-day operations of the Total Force Service Center and DD Form 214 function. Responsibilities include formulating policies, managing daily operations, and controlling and adjusting the schedule of assigned personnel to meet contract and government client requirements and expectations. Creates and maintains an up-to-date training program that covers all aspects of the operation. Evaluates performance of the team and adjusts procedures and training as necessary.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Directs and coordinates activities of TFSC and DD 214 service center functions to ensure that contract obligations are met.
- Selects, trains, schedules and manages supervisory and other staff, preparing work schedules and assigning specific duties.
- Reviews statistical performance data to measure productivity/goal achievement, problem solves and implements solutions for areas needing improvement.
- Establishes and implements policies, goals, objectives, and procedures, conferring with government officials, and team members in collaborative manner as appropriate.
- Monitors service calls to observe employee demeanor, technical accuracy and conformity with Air Force policies.
- Takes corrective action to reduce and mitigate customer complaints.
- Directs work procedures, prepares work schedules, and expedites workflow.
- Studies and understands new Air Force policies and procedures and disseminates information to the workforce.
- In conjunction with other leaders, develops and executes individual and team appreciation and recognition.
- Prepares performance assessments on direct reports and provides development feedback and coaching.
- Meets other duties and expectations as assigned.
REQUIREMENTS
- Must be a U.S. citizen and eligible to obtain a US government security clearance.
- 5 years’ experience leading and managing production teams in customer service environment
- Proven experience providing service in Air Force personnel programs strongly preferred.
- Associates Degree in Business Management or related field required; Bachelor’s Degree strongly preferred. Equivalent combination of education, experience and/or military training may be substituted for education requirement.
- Must be able to meet the physical requirements of the position.
- For positions that require driving, must maintain a valid driver’s license and automobile insurance coverage, and be able to travel as needed if you drive your vehicle during company business.
Equal Opportunity Employer/Veterans/Disabled
Salary : $82,638
