What are the responsibilities and job description for the Call Center Manager position at St. Vincent de Paul District Council of Cincinnati?
Call Center Manager
St. Vincent de Paul – Cincinnati (SVDP) has served residents of greater Cincinnati for over 150 years with basic needs such as food, medicine, and homelessness prevention through its outreach center in the West End and through fifty-six parish-based volunteer
Conferences (chapters). SVDP provides holistic direct assistance and systemic change services while treating neighbors in need with dignity, and compassion. At St. Vincent de Paul, every person is valued and made to feel that they belong.
Job Summary: This supervisory position is responsible for managing daily volume of incoming phone requests for assistance & information as well as outgoing responses and/or referrals, by coordinating our Call Center Team (volunteers & contracted resources) and identifying & implementing improvements to our phone response process. This is a full-time, salaried, exempt position.
Responsibilities and Duties:
Direct Service by Call Center Team
- Timely, accurately, & compassionately respond to assistance and information request calls (while keeping incoming line open for messages 24/7)
- Complete appropriate documentation of requests for assistance for neighbors and inform neighbors of days, times and eligibility for walk-in services
- Refer those neighbors located within an active Conference footprint to their respective SVDP Conference
- Refer neighbors to other community organizations & resources as appropriate
- Execute outgoing “assistance request status updates” to neighbors as delegated
- Maintain current voicemail recordings to ensure our neighbors receive clear, accurate information
Team Supervision
- Assemble & manage a diverse Team of volunteers & contracted resources
- Schedule Team members, including collaboration with Volunteer Program Coordinator, to match operational capacity to fluctuating workload
- Train new Call Center Team members on phone procedures & etiquette, phone scripts, Conferences Locator map, and all other relevant resource materials
- Engage in SVDP staff interaction to stay current on all relevant information
- Provide periodic updates and refresher training to Call Center Team members as needed
- Nurture a fulfilling experience for Team members
Process Improvement
- Conduct quality assurance review of activity each week
- Monitor phone response system on a weekly basis (# and type of calls received, response time, % returned, etc.) And report as instructed
- Ensure that the Conferences Locator map is up-to-date and accurate referrals are executed
- Coordinate with SVDP teammates to identify and implement process improvements to better serve our neighbors & community
- Liaison for communication with Vantage Workforce
- Liaison with csynx Queue System
- Relay trends in incoming activity to appropriate SVDP staff to optimize organizational responsiveness
- Collaborate with Social Services and Conference Support teams to better support SVDP’s mission
- Other duties as assigned.
Job Qualifications and Requirements:
- Associate’s degree is required & further academic achievement is preferred
- Associate’s degree is required & further academic achievement is preferred
- Computer literacy is required
- Strong attention to detail
- Ability to communicate well
- Ability to work with and develop a diverse team of different cultural and economic backgrounds is required.
The Society of St. Vincent de Paul-Cincinnati District Council 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, St. Vincent de Paul complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
