Contact Center Scheduling Manager jobs in New York

General Summary of Duties:

This is a full-time paid position for 211 Helpline at the Institute for Human Services, Inc. (IHS), a nonprofit capacity building organization located in Bath, NY. Contact Center Manager will be Responsible for overseeing the daily operations of the 2-1-1 HELPLINE contact center and resource department with focus on team building, operational goals, overall service level performance, and professional development of 2-1-1 HELPLINE staff following national and state recommendations to meet the needs of the Institute for Human Services; ensure adherence with quality assurance, set-up and maintain software; work with the staff and directors to document and develop policies and procedures and business continuity plan; develop and implement staff schedules; provide backup assistance for contact center staff.

Essential Duties and Responsibilities:

1. Oversee operations of the 2-1-1 contact center and resource database following agency, regional, state and/or national standards

2. Work with the staff and directors to identify, document, and develop policies and procedures and business continuity plans.
3. Ensure compliance with quality assurance measures for call and database quality; track key performance indicators based on contract requirements or agency, state or national standards.
4. Ensure collection of relevant and accurate contact center data, and integrity of resource data according to procedures, and contractual agreements
5. Monitor and address issues related to operational continuity of information technology and notify appropriate staff.

6. Evaluate and implement improvement of workflow processes including technology utilization and upgrades in order to improve productivity
7. Work with all appropriate staff to ensure computers, phone system and databases are in place and resource, information is complete, up-to-date, and accurate. Prioritize development of the resource database/agency profiles. Monitor databases, taxonomy tools and call records for accuracy and ensure appropriate quality standards.

8. Recommend, set-up, and maintain relevant software as well as train the staff to navigate the software.

9. Oversee the staff through training, ensuring quality assurance, following established procedures and calls, and logging calls that adhere to quality assurance goals
10. Develop, implement, and monitor staff schedules for hours and breaks to ensure proper coverage for handling incoming calls
within the contact center.

11. Provide back-up and assistance for contact center staff.

12. Produce annual, quarterly, monthly, and ad-hoc reports for internal use and specific contracts and meeting grant specifications .
13. Represent 211HELPINE on committees, coalitions, and work groups as appropriate.

14. Work with ED to develop business and other resources: research & write
proposals, negotiate agreements, ensure payment agreements are upheld.

15. Develop strong collaborative partnerships within IHS and with external partners (United Ways, local government officials, disaster/emergency management, funders, and providers)

16. Maintain confidentiality of sensitive information

17. Work effectively as a team member.

18. Stay informed on broad social issues and changes that impact human services in the region, contribute to others’ understanding of program changes.

19. On call rotation responsibility in accordance with Steuben County Department of Social Services contract.

20. Represent 2-1-1 HELPLINE and The Institute for Human Services effectively to agencies and groups both on the telephone and in person.

21. Perform other duties as assigned.

Required Knowledge and Skills: ability to work in a fast-paced and changing environment; analytical problem solving and conflict resolution skills, plan and organize work, and pay attention to details; strong customer service skills and oral and written communication skills; interpersonal skills and positive attitude, active listening and assessment skills; ability to relate to caller’s with patience, objectivity, and nonjudgmental attitude; ability to work as a productive member of a team; ability to lead teams effectively and efficiently; ability to work well under pressure while performing multiple tasks; knowledge of and proficiency with technology and software application, especially client management systems; proficiency in using Microsoft Office software and internet navigation.

Qualifications: Bachelor’s degree or equivalent work experience required; minimum of five years of related customer service experience, preferably in a call or contact center environment; previous supervisory, management, quality assurance experience required; previous social work and/or human service experience preferred. Certified Resource Specialist certification and Certified Database Specialist (CRS) certification required when eligible.

Additional Requirements: Work schedule is 8:30am - 4:30pm or 9:00am – 5:00pm as scheduled (37.5 hours/week), Monday through Friday. Additional weekend and evening work may be necessary for special events and on call. Must be willing to travel, including air. A valid NYS driver’s license, clean driving record, and operable vehicle are essential for travel to other sites for meetings and events.

To Apply: Please submit a cover letter and resume by June 11, 2024.

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: 37.5 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• On call

Experience:

• Microsoft Office: 1 year (Required)
• Call center management: 1 year (Required)

Ability to Commute:

• Bath, NY 14810 (Preferred)

Ability to Relocate:

• Bath, NY 14810: Relocate before starting work (Required)

Work Location: In person