What are the responsibilities and job description for the YES Center Business Lead Specialist - Tampa YMCA position at TAMPA METROPOLITAN AREA YMCA INC?
Under the direction of the Executive Director, the YES Center Business Services Lead will be responsible for maintaining & monitoring process and workflow standards for Business Services. The YES Center Business Services Lead will assist in establishing daily, weekly, and monthly tasks in partnership with the Executive Director to ensure standards compliance. Develop, maintain and evaluate processes to be distributed to the YES Center Business Specialists that ensure successful outcomes and provide the highest level of engagement and support to our members, program participants and center staff. In concert with goals set by the Executive Director, the YES Center Business Lead analyzes and publishes Business Center process statistics to include feedback and recommendations to management regarding improving member experience, membership and program growth opportunities, and process & workflow improvements.
The YES Business & Call Center will be open extended hours to support Family Centers. Hours of operation may vary depending on need. Hours of operation will include early mornings, evenings, weekends and holidays. Ability to work shifts and hours is a necessity.
Critical areas of expertise include:
- Expert knowledge of membership software and quick learner on phone systems and other software systems.
- Exceptional customer service, active listening, and verbal and written communication skills, and professional phone voice.
- Highly organized and able to multi-task
- Understanding of Y services and programs.
- Adaptability and accountability
- Working well in team environment
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
YMCA Engagement and Solutions Center Business Services
- Support implementation of new programs, and data cleanup projects. Continually provides current, consistent, and accurate data.
- Assist in development, delivering clear and accurate reporting, and tracking tools.
- Create and implements standard operating procedures for program entry, and gives guidance to new program directors on submitting and reporting of programs.
- Provides support to all operating system users and members.
- Adapts and quickly assimilates new and refreshed membership operating systems/applications as implemented within the YES Center.
- Directly responsible for maintaining, auditing and reconciling Third Party billing, including but limited to Silver Sneakers, Insurance reimbursements, corporate billing, grant reimbursements, School Readiness and United Way.
- Manages and maintains non-recurring draft payments, including annual and semi-annual billing for membership.
- Continually enhances knowledge of membership operating system and YMCA standards in order to achieve departmental success and professional growth.
- Works directly with the Executive Director and YES Call Center Director to train YES Specialists in proper business function SOP’s in order to optimally support members, program participants and Family Center staff.
- Ensure timely completion of Business Services Intake forms from Family Centers.
- Provide support for inbound or outbound calls as a back up during times of higher than expected volume.
- Must be able to perform job functions as those they supervise.
- Perform all duties, tasks and projects as assigned by supervisor.
- Stays abreast of software and system updates, relaying changes to the Business Services and Call Center teams.
- In absence of the Executive Director, serves as point of contact for software and system vendors.
- Assists with other projects as needed and participates in all staff meetings and/or related meetings.
- Adheres to all policies, guidelines, rules, and best practices as outlined by the Tampa Metropolitan Area YMCA or directed by supervisor.
Team Leadership
- Assists Executive Director with hiring, scheduling, and training a team of YMCA Engagement and Solutions (YES Center) Business Specialists in providing quality service for and goal achievement.
- Participates in and provides knowledge to innovation teams.
- Attends cabinet meetings when expertise is needed.
- Provides system knowledge to all levels of staff and teams with focus on improving current processes.
- Lead innovating ideas and practices to maximize efficiency while improving member/program participant experience.
