Sr. Call Center Manager - Referral & Intake

Are you looking for a way to use your gift to help others? Do you have a heart to come alongside others who are trying to improve their lives? Do you want to work for a company that's made it on the  Best Christian Workplace 5 years in a row? If so, we want to talk with you!

As a  Senior Call Center Manager - Referral & Intake, you will be responsible for overseeing the functions of the Call Center and the Managed Referral System.  In addition, this position will work closely with the Sr. Leader to develop and implement strategies in an effort to enure our homeless neighbors needs are met.  This would include strategies around intake, relationship management, developing partnerships and expanding our reach in the greater Seattle/King County area.   Ensure intake process and system meet Mission standards.

Pay Range: $23.87 - $33.41 Hourly

The above pay range is a guideline.  For candidates who meet the qualifications of the job, the Mission’s Compensation Philosophy is to target the 40th - 50th percentile of the range. Multiple factors are taken into consideration to arrive at the final pay rate to be offered.  Factors include (but are not limited to) the scope and responsibilities of the role, the selected candidate’s work experience, education and training as well as internal equity, market and other business considerations.

Schedule: Monday - Friday, 8:00 am  - 5:00 pm.

How you will serve 

• Monitor and implement changes as needed for the Referral and Intake department including:
  • Develop and implement policy and operational procedures for the department
  • Implement improvements for call center operations and expansion
  • Create or update analytics and scripts
• Train Mission staff at all locations on impact of changes that effect operations in call center
• Maintain a working knowledge of the Mission’s evolving programs and service offerings; understand the Intake process as an expert
• Establish and maintain a work environment that supports a compassionate and professional Mission Intake helpline
• Collect and report data to the AVP on a regular basis as well as when requested
• Establish and meet performance metrics for Referral and Intake
• Answer phone calls, return voicemails/emails, and fill in for helpline as needed
• Participate in visits and tours for potential partners
• Report on Analytics for Referral and Intake on a monthly and/or weekly basis
• Lead your teams to perform excellent customer service for internal and external customers
• Responsible for screening and hiring new staff and establishing performance standards for Referral and Intake staff.

How we support each other

• Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Him.
• Faithfully upholds The Mission and your team in prayer.
• Participates in team devotions as schedule permits.
• Demonstrates behavior aligned with the Mission’s Statement of Faith, Standard of Conduct, policies, and expectations.
• Effectively represents Jesus Christ to a diverse audience, including our Mission teams, our volunteers, guests and homeless neighbors.

How you qualify 

• Acknowledge and sign the Mission's Statement of Faith (see below)
• Bachelor's degree in related field is required
• 5 years of experience managing fast-paced remote teams (multi-location highly preferred)
• Customer service background (internal or external customers)
• Proficient to advanced computer skills with prior experience working with a CRM
• Proficient with Microsoft Office Suite
• Experience in Homeless services is a plus
• Experience in call center is a plus

Benefits

All regular fulltime employees, you are eligible to participate in our generous benefits package:

• Medical / Vision with generous dependent coverage
• Dental - 100% company paid
• Long-Term Disability 100% company paid
• Basic Life Plan 100% company paid
• Voluntary Products (Aflac and Guardian)
• EAP and 24/7 Virtual Mental Health 100% company paid
• 4 weeks of paid vacation (prorated based on hire date)
• 11 paid holidays 1 Floating Holiday
• Personal Day and Birthday holiday
• Retirement benefits w/ company match
• Continuing Education Reimbursement Program

Work Environment 

While performing the duties of this job, the employee is frequently required to sit for long periods of time in a temperature-controlled environment.  Occasionally will stand, balance, twist, stoop, kneel and reach with hands/arms.  Exercises good judgement and cognitive abilities for decision making. Occasionally lifts up to 20 pounds and walks, use stairways to climb to multiple floors within the company.  Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus.

Statement of Faith

1. We believe the Bible is the inspired, infallible, authoritative Word of God. (2 Tim. 3:16-17, 2 Pet. 1:20-21)
2. We believe there is one God, eternally existent in three Persons: Father, Son, and Holy Spirit. Deut. 6:1, Matt. 28:19, Rom. 8:14-17, Eph. 4:4-6, 1 Tim. 2:5, 1 Pet. 1:2
3. We believe in the deity and humanity of our Lord Jesus Christ:
   • His virgin birth (Luke 1:35, John 1:1-2, John 1:14)
   • His sinless life (Phil. 2:5-11)
   • His miracles (Matt. 4:23)
   • His vicarious and atoning death through His shed blood on the cross, the forgiveness of sins (Rom. 3:23-25, 2 Cor. 5:21, 1 John 2:1-2)
   • His bodily resurrection from the dead (Rom. 8:34, 1 Cor. 15:3-5)
   • His ascension into heaven, now seated at the right hand of the Father (Acts 1:9-11, Heb. 1:3, Heb. 9:24)
   • His future return in power and glory (1 Thess. 4:16-18)
4. We believe that salvation of the lost is possible through the shed blood of the Lord Jesus Christ by faith apart from works, and regeneration by the Holy Spirit. (Eph. 1:7, Eph. 2:8-9, John 1:12, John 3:36, 2 Cor. 5:17, Titus 3:5, John 14:17)
5. We believe in the present ministry of the Holy Spirit by whom Christ indwells each believer enabling them to live a godly life of obedience as they reach for maturity. (John 14:17, Acts 1:8, John 16:13, John 14:26, 2 Cor. 1:21-22, Gal. 5:22-23)
6. We believe in the bodily resurrection of the saved and their eternal life with God. We believe in the bodily resurrection of the unsaved and their eternal separation from God. (1 Cor. 15:20-28, Matt. 25:45-46, Rev. 20:11-15)
7. We believe in the spiritual unity of believers in Christ. (Eph. 2:13-14, Eph. 4:1-6, John 17:20-23, Phil. 2:1-4)

Mission Statement

To bring the love of Jesus and hope for a new life to our homeless neighbors.

Vision Statement

To see every homeless neighbor - beloved, redeemed, restored.

Pre-Employment

This position is subject to a pre-employment criminal background check and must be able to pass a 4-panel drug

nd ability to adjust focus.

Salary : $24 - $33