Call Center Manager

Housing Works requires employees working in our Health Services division to be fully vaccinated against COVID-19, unless approved for a legal accommodation. If you need an accommodation for any reason, including related to this job requirement, please contact Human Resources.

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Housing Works was founded in 1990; With a long-term commitment to AIDS advocacy. Housing Works established New York State’s first harm reduction-based, OASAS-licensed outpatient drug treatment program. Other services include Health Home care management, behavioral health, and syringe exchange programs. A pioneer in the social entrepreneurship movement, Housing Works operates 10 high-end thrift shops in Manhattan and Brooklyn and a much-loved Bookstore Cafe in Soho. For more information, visit www.housingworks.org

Housing Works fights for funding and legislation to ensure that all people living with HIV/AIDS have access to quality housing, healthcare, HIV prevention, and treatment, among other lifesaving services.

Benefits:
We have three comprehensive healthcare plans to choose from based on your priorities and budget. Housing Works covers most of the plan; you pay a portion, based on your salary. Staff begins accruing PTO immediately for a total of up to 30 days earned in the first year. We offer employees an educational benefit. This money is available for tuition loan reimbursement, tuition costs, and text books.

Housing Works provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Housing Works complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Housing Works also does not request prior salary information during the hiring process. 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.

Compensation Range: $25/hr - $28/hr commensurate with experience.

Overview:

The Donation Call Center Manager is part of the Processing, Distribution Center of Housing Works Thrift Shops, working closely with the Moving Manager to ensure the enterprise as a whole is successful. Please note that this role is on-site and does not have a remote option.

Responsibilities:

• Manage, develop, and train the Donation Call Center Staff.
• Oversee and report on the daily, weekly and monthly activities of the department to achieve truck values and customer service standards.
• On an as needed basis, reevaluate current policies and systems and create new systems to improve efficiency and accuracy, while holding staff accountable to policies and procedures.
• Meet and report on donation conversion goals.
• Appropriately schedule transportation of donations of but not limited to; household goods, furniture, clothing and shop supplies.
• Ensure truck values of $4500 per truck, per day by adding units/up selling donations of house wares and other small pieces.
• Oversee and maintain the operations of the Refashion program through appropriate scheduling, proper reporting, maintenance of records, and proper administration of program as outlined in the Refashion program contract with the Department of Sanitation.
• Supervise a staff of up to 6 efficiently to ensure the most sustainable operational practices across the department.
• Oversee day-to-day operations of the Refashion program including troubleshooting and working directly with the DOS to ensure timely performance and fulfillment of the contract.
• Manage and track data for capture and analysis and use results to improve performance.
• Provide product/service information by answering questions; offering assistance to Call Center staff.
• Help recruit and develop staff through mentoring and guidance, identify training needs and develop methods of formalized training for staff.
• Ensure staff are motivated and aligned to achieve goals.
• Maintain productive relationships with store management teams and the moving department.