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Job Description:
This position provides general and administrative oversight for a behavioral health crisis helpline within the 988 system, under the direct supervision of the Director of Crisis Systems Operations. Call Center Director. Daily activities include call monitoring and reviews for training and quality assurance. Trains and supports team members in iCarol, Behavioral Health Link and other Electronic Health Record systems or accurate documentation.
Essential Functions:
Education:
Bachelors Degree in Human Services or related field, Required.
Experience:
Two years of work or engagement experience working with individuals living with dynamic and complex behavioral health needs, Required
Additional:
Valid and unrestricted driver’s license, Required
Proficiency with Microsoft Office Suite Products, Required
Proficiency and familiarity with EHR/EMR systems, Preferred
Credentials:
Mental Health First Aid Certification, Preferred
Physical Demands:
Prolonged periods of sitting at a desk or computer workstation.
Prolonged periods of standing, bending, and reaching.
Must be able to lift weights up to 50 pounds at times.
Psycho-Social Demands:
Seeks guidance / help proactively to support safety and quality care.
Demonstrates skill of distress-tolerance to maintain calm and safety.
Models positive regard with all members of the community of care.
Establishes and maintains interpersonal boundaries.
Maintains personal and situational awareness through self-reflection.
Practices ethical, evidence-based, and person-first decision-making.
Clock Hours:
40 hours / week, 80 hours / pay period
FMLA Exemption:
Salaried, Exempt
Reports To:
Director of Crisis Systems Operation
Full Time
$86k-120k (estimate)
03/15/2024
05/14/2024
bcresponse.org
BALTIMORE, MD
100 - 200
1992
EDGAR WIGGINS
$5M - $10M
Baltimore Crisis Response Inc is a mental health care company based out of 317 E North Ave, Baltimore, Maryland, United States.
The following is the career advancement route for Call Center Manager positions, which can be used as a reference in future career path planning. As a Call Center Manager, it can be promoted into senior positions as a Contact Center Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Call Center Manager. You can explore the career advancement for a Call Center Manager below and select your interested title to get hiring information.
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Due to their managerial position, Call Center Managers complete many tasks contributing to their supervisory role.
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Call center managers will be directly responsible for hiring, training and motivating call center representatives.
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Motivating and guiding team members on navigating difficult customer calls.
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Call center managers hire, train, prepare, and motivate their staff members to provide excellent service to customers.
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They develop objectives for a call center’s day-to-day operations and analyze call center statistics (like sales rates and customer service metrics) to ensure that these objectives are met.
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Career tips from people on Call Center Manager jobs
Some call center managers can also work toward sales and team leadership certifications.
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Educational requirements to become a call center manager vary by employer.
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Any call center manager will receive on-the-job training.
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Be a social leader to foster optimism and promote culture change.
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Focus on agent engagement and retention.
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Step 3: View the best colleges and universities for Call Center Manager.