Service Center Liaison Supervisor

POSITION OBJECTIVE: Oversee the team of Service Center Liaisons, providing direction, guidance and support. Manage daily operations, training and development of the team, while also directly addressing consumer inquiries and resolving complaints. Requires judgment and comprehensive knowledge of applicable operations.

ESSENTIAL FUNCTIONS:

· Supervise Service Center Liaisons.

· Provide Service Center Liaisons with training.

· Develop, implement and maintain daily call center staffing chart.

· Develop and maintain digital phone listings of all NWF staff as well as co-located partners’ staff.

· Ensure the phone system is assigned to the appropriate facility daily.

· Design and implement a package tracking system and protocol, ensuring the Service Center Liaison team follows proper procedures for logging and signing out packages.

· Ensure mail is sorted and distributed daily by the Service Center Liaison team and distributed to the proper recipient.

· Ensure all outgoing mail is processed (postage) daily by Service Center Liaison team in a timely manner.

· Communicate with IT any programming issues.

· Communicate with Facilities any building needs.

· Schedule usage of all service center community & training rooms.

· Develop and implement processes to improve performance.

· Develop and implement community relation policies and workflows to streamline operations.

· Ensure Service Center Liaisons follow HIPAA and safety regulations.

This list of essential functions is not intended to be exhaustive. NWFHN reserves the right to revise this job description as needed to comply with actual job requirements.

QUALIFICATIONS:

· High School Diploma or GED equivalent

· Minimum of 1 year supervisory or lead worker experience

· At least 3 years of administrative, clerical, or front desk operations experience

· Proficiency in word processing and spreadsheet applications (e.g., Microsoft Word, Excel, or Google Workspace)

· Associate degree or higher in business administration, public administration,

communications, or a related field

· Experience working in a nonprofit, government, or healthcare setting

· Experience managing or supporting call center or front desk operations

· Knowledge of HIPAA or other relevant privacy/confidentiality standards

· Experience coordinating with facilities and IT teams on operational issues

· Experience developing or improving workflows and policies

· Knowledge and experience in use of RingCentral communication systems

· Bilingual (fluent preferred)

SKILLS:

· In depth understanding of customer service principles

· Must be able to communicate clearly and effectively with team members, stakeholders and management.

· Must have the ability to analyze complex situations and develop effective solutions for customer issues and internal team conflicts.

· Understand and relate well to the emotions and perspectives of customers and team members to build rapport, resolve issues and foster a positive service environment.

· Excellent organization and time management skills.

· Excellent adaptability and resilience to adjust to changing circumstances, handling pressure and maintaining a positive attitude.

· Knowledge of various types of office equipment (i.e. copier, fax, switchboard)

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Work Location: In person

Salary : $50,000