Essential Functions of the position are detailed below and include any physical requirements checked below:

• Assists the Program Director with the daily and overall operations of the Call Center phone line and assists with the other two call center phone lines, as needed.
• Responsible for coaching, supervising, training, and professional development of staff and for assigning work to staff and ensuring the work is performed in an efficient, prompt, professional and accurate manner and provides guidance, when necessary.
• Handles all client and employee complaints as well as crisis situations in consultation with his/her supervisory chain, in compliance with Agency/Programmatic policies and procedures and treats each case with sensitivity and expedience.
• Responsible for the daily monitoring and reporting of the Call Center's call management system (ACD and telecommunication) including but not limited to: queue management, call completion and call routing, meeting service level requirements.
• Works collaboratively and coordinates with other staff, departments, and/or external partners, to improve overall services to clients and knows and complies with the laws and regulations relevant to the position and services.

PLEASE NOTE: *Essential functions include all other duties and responsibilities as assigned.

X Kneel and move from sitting, bending, kneeling, or standing multiple times a day

X Push and pull objects up to 25 pounds
X Climb up and down 3 or more flights of stairs at a time
X Lift up to 25 pounds

Additional Requirements: N/A

Other Requirements: Comply with program and/or Agency requirements related to:

XBackground check, including any program specific requirements
Physical examination

Drug Testing
TB Testing
Driver's License and reliable transportation

Agency-specified automobile insurance

Additional Requirements: N/A

Immediate Supervisor:Director Charities Hub

Directly Supervises:Call Specialist
Indirectly Supervises:N/A

Education and Experience Requirements:

Relevant Education:

Preferred: Master's Degree

Minimum: Bachelor's Degree

Qualifications and Skills:

Preferred:Supervisory and Call Center experience and one year of Data Analysis and Reporting experience.

Minimum:Supervisory and Customer Service experience and one year of Data Analysis and Reporting experience.

Relevant Experience:

Preferred: 2-4 Years

Minimum: 1-2 Years

Certification/Licensure:
Preferred: Alliance for Information and Referral Services (AIRS)

Minimum: N/A