Assistant Director of Interactive Voice Response & Data Systems

Scope:

The Assistant Director of Interactive Voice Response & Data Systems supports the Connect Center department with management of various systems used to operate Wayne Metro’s call centers. This includes managing, updating, and maintenance of CCaaS, CRM, database, and scheduling solutions, report creation and presentation, data and system function quality measurement and improvement, compliance around data quality, security, privacy. The Assistant Director of Interactive Voice Response & Data Systems will work closely with the Empowerment & Integration Department Director, Data Strategy Director, and Information Technology Director to ensure key performance indicators are being met and maintained.

Essential Functions

• Manage and maintain the current CCaaS solution in conjunction with the Information Technology Assistant Director
• Manage and maintain scheduling systems related to the Connect Center process
• Work closely with the Data Strategy team and various partner organizations to manage and maintain API connections between Caspio and various salesforce and smartsheet instances
• Manage and prepare reports as required by funders.
• Work closely with the Data departments to develop and implement build-outs for the Connect Center IVR and CRM systems
• Work with the Connect Center leadership to identify, monitor, and resolve data inaccuracies to ensure data integrity and operational efficiency.
• Assist with staff training and development to enhance data accuracy.
• Assistance and coordinate the maintenance of client records.
• Propose changes to database logic and web interface design to better align with evolving needs.
• Learn and use new media tools, technical tools, and processes, including web development advancements, as the need arises.
• Attend staff meetings, conferences and workshops in order to upgrade professional skills.
• Work effectively in a team atmosphere while achieving program quality assurance goals.
• Maintain a positive attitude towards assigned work, clients, and staff, and a willingness to work with others.
• Perform work in a professional manner that upholds Wayne Metro’s policies and procedures.
• Other duties as assigned.

Physical Requirements and Work Environment

Clerical: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job operates in a professional office environment with a moderate noise level. This is largely a sedentary role and the employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to sit, frequently use hands and to talk or hear.

Minimum Qualifications:

• Bachelor’s Degree OR a minimum of three years of experience in a related field OR a combination of education and experience that is similarly equivalent.
• Experience working with raw and missing data.
• Experience in Caspio or other such no-code database environments
• Experience is CCaaS systems
• Understanding of programming fundamentals.
• Experience in database administration, analysis or similar roles.
• Experience with Form Assembly or other such form building platforms.
• Experience with predictive/prescriptive analysis, modeling, and segmentation using Python.
• Experience translating business requirements into functional, and non-functional requirements, including diagramming workflows, and processes.
• Ability to assist in the design and implementation of data tracking systems to meet the needs of the agency and agency funders.

Minimum Competencies:

• Proficient working knowledge of intermediate internet applications and programs including Google technology and Microsoft Office Word and Excel. The ability to learn and utilize the necessary programs for this position.
• Ability to communicate effectively both orally and in written form.
• Good interpersonal and professional skills including but not limited to tact, punctuality, and dependability.
• Ability to provide services for those persons facing economic, social, health, age, and educational barriers.
• Ability to work independently or in a team environment.
• Perform work in a manner that upholds Wayne Metro policies and procedures.

Licensing and Other Requirements:

• Valid identification and reliable transportation.

Travel Requirements:

• Limited/as-needed.

Work Hours: Work to be scheduled Monday through Friday with specific hours to be determined by department needs.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Wayne Metropolitan Community Action Agency is an Equal Opportunity Employer

EOE/M/F/D/V