Call Center Manager - Remote Job at Prescott HR
Job Title: 211 Maryland Call Center Manager
Department: Maryland Information Network
Reports To: Director of Operations
Job Summary:
We are seeking an experienced 211 Maryland Call Center Manager to lead our Virtual Contact Center and 211 Call Center Network. The successful candidate will be responsible for ensuring compliance with established metrics and service-level agreements, facilitating effective policies and procedures, and providing oversight for the daily operations of the 211 contact center.
Responsibilities:
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Department: Maryland Information Network
Reports To: Director of Operations
Job Summary:
We are seeking an experienced 211 Maryland Call Center Manager to lead our Virtual Contact Center and 211 Call Center Network. The successful candidate will be responsible for ensuring compliance with established metrics and service-level agreements, facilitating effective policies and procedures, and providing oversight for the daily operations of the 211 contact center.
Responsibilities:
- Coordinate and support crisis and information and referral call center organizations across the state, ensuring compliance with established metrics and service-level agreements.
- Develop and implement effective policies and procedures for consistent service delivery and quality assurance.
- Foster a culture of innovation by encouraging 211 call specialists and network partners to share ideas and suggestions for enhancing processes, systems, and customer experience.
- Provide daily oversight of call line coverage and ensure sufficient staffing levels to accommodate statewide call volume demands.
- Track real-time call center metrics and collaborate with call center network partners to make essential staffing and resource adjustments for optimal performance.
- Identify training needs for 211 call specialists on 211 tools and technology, information and referral best practices, AIRS standards, and 211 National best practices.
- Bachelors degree in social work, Human Services, or related field with at least 2 years of experience in a human service organization.
- Knowledge of information referral and crisis center operations, contact system technology, and basic knowledge of human service delivery systems.
- Genesys Cloud system and iCarol experience preferred.
- Excellent planning, problem-solving, and relationship-building skills.
- Ability to perform tasks with minimal direct supervision and prioritize tasks to meet 211 Maryland's goals and objectives.
Please Note :
ajayjain.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, ajayjain.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.