Call Center Manager

POSITION SUMMARY

Common Threads Charitable Donation Services is seeking an experienced Call Center Manager to lead the human-supported side of a modern, technology-forward customer contact operation. Common Threads operates a primary AI-powered contact center that autonomously handles routine scheduling functions, including standard donation pickup bookings, appointment confirmations, and high-volume inbound inquiries.

The Call Center Manager is responsible for all interactions escalated beyond the AI platform's capabilities, including complex customer service issues, complaints, partner concerns, and operational challenges requiring human judgment, empathy, and accountability.

This role combines team leadership, service quality ownership, and administration of the organization's AI scheduling platform. The Call Center Manager serves as the primary business owner and super-user of Common Threads' AI contact center technology, maintaining call flows, routing logic, escalation pathways, and the knowledge base that supports donor and customer interactions. The position ensures that every contact requiring human intervention is resolved quickly, professionally, and in a manner that strengthens relationships with donors, community partners, and stakeholders.

QUALIFICATIONS

• 3 years of call center, contact center, or customer service management experience with direct supervisory responsibility.
• Proven success managing escalations, complaints, and high-stakes customer relationships.
• Experience administering or supporting AI-driven contact center platforms, conversational AI systems, CRM software, or scheduling technologies strongly preferred.
• Experience serving as a platform administrator or super-user for systems such as RingCentral, Five9, Genesys, NICE CXone, or similar cloud-based contact center platforms is highly desirable.
• Understanding of workflow automation, call routing logic, and AI knowledge base management.
• Familiarity with donation collection operations, logistics, route scheduling, field service coordination, or property management is a plus.
• Bachelor's degree in Business, Operations, Communications, or a related field, or equivalent professional experience.

SKILLS & COMPETENCIES

• Exceptional written and verbal communication skills with the ability to professionally de-escalate difficult situations.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities and maintain service excellence in a fast-paced environment.
• Comfortable using operational dashboards, metrics, and reporting tools to drive performance.
• Collaborative leadership style focused on coaching, accountability, and employee development.
• Technically proficient in administering contact center software, including configuring call flows, routing logic, automation rules, and AI prompts.

WHY COMMON THREADS CHARITABLE DONATION SERVICES

At Common Threads Charitable Donation Services, every donation, collection, and community partnership contributes to a more sustainable future. Our mission is to extend the life of reusable goods, reduce waste, and support charitable initiatives that strengthen the communities we serve.

As part of our team, you will help create an exceptional donor experience by combining innovative technology with genuine human service. When donors, partners, and community members need personal assistance, you will ensure they receive knowledgeable, compassionate, and effective support.