Call Center Manager

Job Summary

The Call Center Manager will be responsible for managing the Call Center Representatives and assisting in the development, implementation and refinement of policies and procedures for the Missions intake Department. This position will also be responsible for answering calls and conducting pre-intake for clients entering one of our programs. This critical role will work alongside the Director of External Affairs to streamline the intake process and implement changes as areas of improvement are revealed.

Scheduled: Monday - Friday 8:00AM - 5:00PM

Target starting pay: $29.62 per year

How you will serve

·       Work with the Director of External Affairs to build out processes and systems that effectively track call-center efficiencies and overall quality.

·       Collaborate with Director of External Affairs and Relationship Manager(s) to fine-tune policies, procedures and talking points for Call Center team to reference.

·       Maintain a working knowledge of the Missions evolving programs and service offerings; serve as an expert in the intake process.

·       Train new Call Center Representatives in answering the Missions Central Intake hotline in a compassionate and professional manner.

·       Work with the Relationship Manager(s) to remain up to date on the list of agencies or providers we partner with to refer prospective guests to prior to UGM programming and partners who refer guests to UGM programming.

·       Perform excellent customer service for internal and external customers.

·       Collect and report data to the Director of External Affairs as will be frequently requested.

·       Meet performance targets regarding quality and efficiency as specified by the Director, which will include, but are not limited to decreasing abandonment rate and increasing conversion rates.

·       Answer calls, return voicemails/emails, and conduct pre-intake for client.

·       Assess participant needs.

·       Provide supportive advocacy.

·       Start intake into program, if applicable

·       Offer information and appropriate referrals to community services, if necessary, using warm handoffs

·       Participate in organizational meetings, training, and initiatives as required.

·       Perform other duties assigned to support the Mission’s success.

How you qualify

·       Acknowledge and sign the Mission's Statement of Faith (see below).

·       Bachelor's degree in related field is desired. A combination of education and three years of relatable experience may be substituted for a degree.

·       Minimum of 2 years of experience supervising is required.

·       Proficient in advanced computer skills with prior experience working with a data management system and/or CRM (experience with Clarity is a plus).

·       Experience in the development of call-center policies and procedures preferred.

·       Experience in social service, recovery or rescue mission setting preferred.

·       Proficient with Microsoft Office Suite.

How we support each other

·       Maintains a personal, active relationship with Jesus Christ and is a consistent witness for Him.

·       Faithfully upholds The Mission and your team in prayer.

·       Participates in team devotions as schedule permits.

·       Demonstrates behavior aligned with the Mission’s Statement of Faith, Standard of Conduct, policies, and expectations.

·       Effectively represents Jesus Christ to a diverse audience, including our Mission teams, our volunteers, guests and homeless neighbors.

Benefits

All regular full-time employees, you are eligible to participate in our generous benefits package:

·       Medical / Dental / Vision

·       Basic Life Plan – 100% company paid

·       Voluntary Products including Life, AD&D, Disability, Accident and Critical Illness insurance

·       EAP and 24/7 Virtual Mental Health – 100% company paid

·       4 weeks of paid vacation (accrued)

·       Accrued paid sick time

·       10 paid holidays + 1 Floating Holiday

·       Personal Day and Birthday holiday

·       Retirement benefits w/ company match

·       Continuing Education Reimbursement Program

Work Environment

While performing the duties of this job, the employee is frequently required to stand and/or walk, balance, twist, climb ladders, stoop, kneel, perform overhead work and reaches with hands/arm. Frequently work for extended periods of time in indoor and outdoor settings with varying temperature environment. Frequently uses judgement and memory to make decisions. Occasionally you will sit and keyboard. Occasionally lifts up to 50 pounds and walks, use stairways and climb to multiple floors carrying tools and equipment. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus.

Statement of Faith 

·       We believe the Bible is the inspired, infallible, authoritative Word of God. (2 Tim. 3:16-17, 2 Pet. 1:20-21)

·       We believe there is one God, eternally existent in three Persons: Father, Son, and Holy Spirit. Deut. 6:1, Matt. 28:19, Rom. 8:14-17, Eph. 4:4-6, 1 Tim. 2:5, 1 Pet. 1:2

·       We believe in the deity and humanity of our Lord Jesus Christ:

o   His virgin birth (Luke 1:35, John 1:1-2, John 1:14)

o   His sinless life (Phil. 2:5-11)

o   His miracles (Matt. 4:23)

o   His vicarious and atoning death through His shed blood on the cross, the forgiveness of sins (Rom. 3:23-25, 2 Cor. 5:21, 1 John 2:1-2)

o   His bodily resurrection from the dead (Rom. 8:34, 1 Cor. 15:3-5)

o   His ascension into heaven, now seated at the right hand of the Father (Acts 1:9-11, Heb. 1:3, Heb. 9:24)

o   His future return in power and glory (1 Thess. 4:16-18)

·       We believe that salvation of the lost is possible through the shed blood of the Lord Jesus Christ by faith apart from works, and regeneration by the Holy Spirit. (Eph. 1:7, Eph. 2:8-9, John 1:12, John 3:36, 2 Cor. 5:17, Titus 3:5, John 14:17)

·       We believe in the present ministry of the Holy Spirit by whom Christ indwells each believer enabling them to live a godly life of obedience as they reach for maturity. (John 14:17, Acts 1:8, John 16:13, John 14:26, 2 Cor. 1:21-22, Gal. 5:22-23)

·       We believe in the bodily resurrection of the saved and their eternal life with God. We believe in the bodily resurrection of the unsaved and their eternal separation from God. (1 Cor. 15:20-28, Matt. 25:45-46, Rev. 20:11-15)

·       We believe in the spiritual unity of believers in Christ. (Eph. 2:13-14, Eph. 4:1-6, John 17:20-23, Phil. 2:1-4)

Mission Statement

To bring the love of Jesus and hope for a new life to our homeless neighbors.

Vision Statement

To see every homeless neighbor - beloved, redeemed, restored.

Values Statement

To be Gospel centered, united together, living faithfulness and pursing excellence.

Pre-Employment

This position is subject to pre-employment, criminal background check and must be able to pass a 4-panel drug screen.