211 Manager

Crisis Connections•Seattle, WA

2d•$90,000•Hybrid

About The Position

The 211 Manager oversees the daily operations of our expanding Washington 211 contact center. The ideal candidate will play a crucial role in managing a high-performing, compassionate team that provides support to individuals in need. Reporting to the Director of Essential Services, the successful candidate is an experienced leader who organizes and implements guidelines, processes and procedures governing Washington 211 operations. The person in this role is responsible for ensuring high-quality information & referral services are provided to clients. This includes managing staff performance, operational compliance, and community engagement while maintaining service excellence and contractual obligations, balancing team development with strategic organizational objectives This role requires project managing new scopes of work, identifying key tasks, troubleshooting and ensuring deadlines are met. This role requires significant collaboration internally with other teams and externally with partner organizations, constantly improving efficiencies and helping to shape the future of 211 as a critical part of the emergency management and disaster response system in Washington state. Must be willing to work evenings, weekends and holidays as needed. Candidates are expected to be able to travel around the state and attend in person community engagement events or meetings as needed. Must have valid driver’s license and car for traveling to statewide events.

Requirements

Bachelor’s degree preferred or work equivalency
Minimum 5 years of experience in contact center operations (2 years in a leadership role)
Minimum 2 years supervisory experience required
Previous project management experience required
Strong leadership and team management skills, with a proven ability to motivate and lead through change
Ability to analyze performance metrics, identify trends and implement improvements
Effective critical thinking, , problem-solving and decision-making and communication skills
Proficiency in Microsoft Office Suite and standard technology required
Exceptional organizations and time management skills
Ability to multitask and prioritize tasks effectively
Must be able to work independently and make appropriate decisions
This position requires a valid driver’s license and vehicle to travel within the state for in person events as needed.
Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.
High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.
A quiet and confidential designated working area.

Nice To Haves

Knowledge of heath and human services landscape strongly preferred

Responsibilities

Manages daily operations, ensuring smooth and efficient workflows, response times and service quality
Oversees scheduling and staffing, helping to recruit, train and supervise staff
Provides strong team leadership including regular performance coaching, feedback and professional development opportunities to ensure high standards of service
Fosters a positive, inclusive, supportive, collaborative & efficient work environment for team members
Collaborates with the data team to ensure accurate reports are submitted on time and all deliverables are met
Engages with key stakeholders, partners and the community to effectively represent and advocate for Washington 211
Monitors performance metrics and quality assurance standards, constantly seeking to develop and implement best practices, policies and procedures to improve operational efficiency and service quality
Uses data analytics and feedback to assess performance and implement corrective actions when necessary
Partners with senior management to align goals, identify areas for improvement and implement new strategies for better client experience
Collaborates to build and monitor program budget
Full life cycle project management of new scopes of work as needed
Other tasks and duties as assigned