This position requires an in-office presence. Hours are 11:30am-8:30pm
Position Summary:
Assists in monitoring the call center team's productivity. Oversees the effective and efficient teamwork of all staff and may also be tasked with assisting with hiring, scheduling, and other leadership responsibilities, as needed.
At the YMCA, We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.
Essential Functions:
Works closely with the team, motivating and coaching team members as needed, to positively affect performance.
Keeps up to date with business development and changes in policy or procedures.
Reports any issues or concerns to the Director of Call Center Operations
Manages day-to-day line activities, prioritizes, and makes risk/impact assessments within existing processes and procedures.
Answers inbound calls as needed or directed by the Director of Call Center Operations
Ensures training and development plans are maintained for all team members.
Uses association methodology, team input and own initiative to ensure attendance and daily goals are met.
Supports the Director of Call Center Operations to highlight operational risks and areas for improvement.
Keeps up to date with any industry changes affecting the business and relays this knowledge back to the team.
Escalates any appropriate problems to senior management.
Qualifications:
High school diploma or equivalent.
Must be at least 18 years of age.
Minimum of 2 years’ experience within a contact center environment required. Experience in customer service preferred.
Ability to complete YUSA’s Listen First training module.
Excellent leadership and communication skills with the ability to work and communicate in a positive manner.
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations.
Proficient computer skills, including Microsoft Office.
A strong commitment to nonprofit, mission-based work.
Must be able to multi-task, problem solve and prioritize tasks.
Ability to exercise poise, tactfulness, diplomacy and maintain confidentiality.
Exemplifies YMCA values, leadership qualities and professional image.
Enjoys building genuine relationships and is able to build rapport and credibility quickly.
Genuinely cares about helping others reach their full potential.
Ability to work flexible hours, including evenings and weekends, as well as overtime.
Thrives working in a fast-paced work environment, strives to meet/exceed performance goals and has passion for the Y cause.
Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
Embraces change and the opportunity to perform other related duties as assigned.
Bilingual (English/Spanish) is desired, but not required.
Numbers & Facts
Location
Dayton, Ohio
Skills
Business Developmentunmatched
Call Center Evaluationunmatched
Call Center Operationsunmatched
Call Centersunmatched
Coachingunmatched
Communication Skillsunmatched
Computer Skillsunmatched
Customer Escalationsunmatched
Customer Support/Serviceunmatched
English Languageunmatched
Establish Prioritiesunmatched
Exceeded Sales Goalunmatched
Leadershipunmatched
Microsoft Officeunmatched
Multilingualunmatched
Multitaskingunmatched
Nonprofitunmatched
Organizational Skillsunmatched
Performance Managementunmatched
Policy Developmentunmatched
Problem Solving Skillsunmatched
Procedure Developmentunmatched
Risk Analysisunmatched
Spanish Languageunmatched
Team Playerunmatched
Telephone Skillsunmatched
Training/Teachingunmatched
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