Call Center Operations Manager

Website United Way of Rhode Island

Job Title: Call Center Operations Manager

Starting Salary is: $57,000.00


At a Glance:

Business Unit:
Community Impact and Equity
Home Department:
Worker Category:
Full Time
FLSA Code:
EEOC Job Classification:
Standard Hours:
75 (bi-weekly)
Pay Grade:
Granted Funded Date:
Summary: The Call Center Operations Manager is responsible for assisting the Director of 211 with the overall operation of the 211 services and specialty programs (e.g., seasonal programs, grant programs).  This responsibility includes supporting the Director with modeling information and referral, and crisis intervention best practices, maintaining a comprehensive 211 program, staff supervision, continuous quality improvement activities, training, report preparation, and community awareness activities

Duties and Responsibilities:

Effectively present and deliver our vision, mission, and values to the community;
Monitors team activities and contributes to the development of the program’s goals and outcomes, ensuring contract compliance;
Monitors and ensures that staff are meeting AIRS standards of operations and metrics;
Ensures and monitors staff appropriately respond to callers’ needs for empathetic listening, problem-solving and crisis intervention, requests for information and referral services, and culturally competent services;
Assumes responsibility for 211 in the absence of the Director;
Provides telephone, email, chat, and text coverage as needed;
Manages caller’s complaints or inquiries;
Coordinates follow-up call schedule to assess the caller’s status and to make additional referrals, if necessary;
Evaluates employees objectively. Uses evaluation results to improve employee performance and to encourage development;
Identifies employee’s training needs and plans training sessions. Assists with training of staff and volunteers in the provision of information, referral, telephone reassurance, listening, crisis support, suicide intervention, and care coordination services;
Interviews and recommends for placement of 211 staff demonstrating a commitment to developing and supporting a culturally diverse, competent, motivated, and productive team;
Orients and directs others in the performance of their work assignments. Provides regular meetings with staff and volunteers to establish work plans, set goals and objectives, review progress, and recognize individual and team contributions;
Ensures and monitors the accurate documentation of calls;
Monitors work productivity reflected in monthly reports and make adjustments to improve performance;
Represents the agency in the community and assists with public relations efforts as requested;
Assists with identifying gaps and barriers to services that participants experience in utilizing community services;
Provides oversight of call center staff schedules and requests for time off;
Provide input and oversite of current and future Call Center technology
Other duties as assigned
Knowledge, Skills, and Abilities:

Bachelor’s degree from an accredited four- year university in a field related to human services, such as education, mental health, social work, psychology, or related field
Minimum of 1-2 years relevant experience in a call center environment or sufficient combination of education and experience;
Training, education, or experience may be substituted for certain minimum qualifications;
Previous supervisory experience (minimum of one year) preferred;
Receives AIRS Certification after one year of employment
Excellent written and verbal communication skills;
Comfortable and effective public speaking skills
Core Values:


demonstte integrity by being accountable for actions, keeping commitments, and speaking honestly and truthfully with others
demonstrate an enthusiasm for professional development acquiring new skills and knowledge to enhance role
demonstrate a commitment to individual and team-based assignments
demonstrate quality assurance by producing accurate and thorough work
demonstrate interpersonal skills in dealing with others
demonstrate valuing the diversity of others’ opinions and experiences
demonstrate sound reasoning and good common sense
demonstrate the ability to meet and exceed customer expectations
demonstrate active participation in departmental, team, and full-staff meetings


This job description is intended to convey the essential functions of this position and it is not intended to be an exhaustive list of skills, duties, responsibilities or working conditions associated with the position.

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