Manager of Centralized Intake

Position Title Manager of Centralized Intake

Supervisory Relationship Chief Administrator and Strategy Officer

Organization General Description

The Resurrection Project (TRP) builds trusting relationships to educate and propel individuals, immigrants, and families to achieve their social and economic aspirations, stable homes, and equitable participation in their community. TRP is a leading provider of affordable housing, financial education, and immigration services on Chicago’s Southwest side.

During the past three decades TRP has worked to improve the lives of individuals and families by creating wealth, building assets, and engaging residents to be catalysts for change. Rooted in the Pilsen community, TRP’s impact now extends across the City of Chicago and through the State of Illinois; we are making steady progress towards leveraging and preserving more than $1 billion in community wealth by 2025 through its model.

General Job Description

The Manager of Centralized Intake is responsible for leading and overseeing all call center operations including inbound calls and correspondence and the Centralized Intake (CI) team serving as the central point of contact for clients and applicants seeking assistance from TRP. The CI Director will manage metrics, performance criteria, policies, and procedures to continuously improve the intake specialists’ productivity. Review quality assurance reports, client survey responses, and error reports and provide coaching to representatives to ensure they are creating the expected client experience. Serve as an agent for meaningful changes and promote a healthy ecosystem for team members.

Primary Job Duties and Responsibilities

· Manage day-to-day operations for the Centralized Call Center, including: staff supervision, scheduling, job assignments, performance assessments, and other personnel actions in accordance with relevant policies and procedures.

· Lead the processes for continuously improving the client experience.

· Responsible for technology solutions, process improvements, program workflow, staff coordination, day-to-day client management, technical assistance, and script and workflow creation and adjustment for the CI team.

· Provide strong leadership that mentors, develops, and guides team members to efficiently demonstrate the value of every interaction for maximum client and mission impact.

· Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews promptly.

· Develop and implement internal and external Quality Assurance (QA) programs fostering continuous improvement and increased client satisfaction.

· Develop and maintain effective organization of responsibility, including efficient staffing, recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.

· Compiles and monitors daily/weekly/monthly operational statistics and reports. Analyzes trends, variances and problem situations. Provides accurate reporting on results, including impact and response statistics, actual result to goal, and forecasting projections.

· Lead the creation and implementation of the department work plan and achieve annual departmental goals.

· Strong grasp on the organization’s programs and services and customer service policies.

· Projects a positive image of the organization to employees, customers, industry, and community.

· Attend and participate in required staff meetings and professional development trainings.

· Maintain required job skills and core professional competencies.

· Other duties as assigned.

Essential Knowledge and Skills

· At least 5 years of managerial experience in a high-volume call center; strong knowledge of general Call Center operations and systems.

· Bachelor’s degree in Business Management/ Administration and/or Certified Call Center Manager (CCCM) certification preferred.

· Must demonstrate advanced proficiency with Microsoft 365 and technology solutions: Five9, Salesforce, SmartSimple, Smartsheets, and similar applications

· Must be highly organized, detailed-oriented, and perform with authority and forethought.

· Superior managerial, customer service and diplomacy skills.

· A thought-provoking, effective communication and motivator is required.

· Proven ability to problem solve, anticipate issues/concerns, troubleshoot problems, and proactively implement creative solutions.

· Ability to effectively delegate as necessary, with appropriate follow-up and accountability for timely results.

· Excellent verbal, written communication and interpersonal skills. Must be efficient, thorough, communicative, and prompt when managing projects.

· Must be highly analytical, adept at problem-solving and multi-tasking.

· Must be able to work independently and be capable of leading a team.

· Must have the ability to prioritize and offer timely responses.

· Must be able to take ownership of space, and implement changes and improvements as needed.

· Must be comfortable with communicating to, and occasionally in front of, the entire organization.

· Must demonstrate high ethical behavior and sound judgement.

· Must have strong interpersonal skills and be able to work effectively with people of diverse social, faith, economic, and racial/ethnic backgrounds.

· Bilingual in English and Spanish preferred.

Special Working Conditions and Demands

· Ability to drive and travel occasionally within city and suburbs, between office locations and within various neighborhoods.

· Willingness to work flexible hours as needed; evenings and weekends required.

Position Classification & Salary

Full-Time, Exempt, Essential. An essential employee is defined as an individual who is required to report onsite to maintain the critical services and operational functions of the organization such as, but not limited to, safety, sanitation, and the essential operation of residences, buildings, and services for TRP.

Benefits

Medical HDHP, HMO, and PPO.

Dental HMO and PPO

Vision

Life Insurance and ADD, Company Paid

Short- and Long-Term Disability: Company Paid

403(B) retirement savings plans

Flexible Spending account and Dependent care account

Transit Benefit

Statement of Equal Opportunity

The Resurrection Project is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation (including gender identity), military status, disability, or language (any language use not related to job duties). In addition to federal law requirements, The Resurrection Project complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Bereavement leave
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Loan assistance
• Paid sick time
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $60,000 - $80,000