Call Center Manager

Seattle's Union Gospel Mission•Renton, WA

About The Position

The Call Center Manager manages Call Center Representatives and assists in developing, implementing, and refining policies and procedures for the Missions intake Department. The position also answers calls and conducts pre-intakes for clients entering programs. Working alongside the Director of External Affairs, the manager helps streamline the intake process and implement improvements. The scheduled hours are Monday through Friday, 8:00 AM to 5:00 PM. Target starting pay is listed as $29.62 per year. The manager builds processes and systems to track call-center efficiency and quality, supports the development of team policies and reference materials, maintains knowledge of Mission programs and intake processes, and trains representatives to answer the Central Intake hotline compassionately and professionally. The role includes customer service, collecting and reporting data, meeting performance targets, assessing participant needs, providing supportive advocacy, initiating program intake when appropriate, and making referrals to community services. The employee is expected to maintain an active relationship with Jesus Christ, uphold the Mission’s Statement of Faith and conduct expectations, participate in team prayer and devotions as schedule permits, and represent Jesus Christ to a diverse audience. Employment is subject to a pre-employment criminal background check and a 4-panel drug screen.

Requirements

Acknowledge and sign the Mission’s Statement of Faith.
At least 2 years of supervisory experience.
Advanced computer skills and prior experience with a data management system and/or CRM.
Proficiency with Microsoft Office Suite.
A bachelor’s degree in a related field is desired; a combination of education and three years of related experience may substitute for a degree.
Must pass a pre-employment criminal background check and a 4-panel drug screen.

Nice To Haves

Experience developing call-center policies and procedures.
Experience in a social service, recovery, or rescue mission setting.
Experience with Clarity.

Responsibilities

Work with the Director of External Affairs to develop processes and systems for tracking call-center efficiencies and overall quality.
Collaborate with the Director of External Affairs and Relationship Managers to refine policies, procedures, and talking points for the Call Center team.
Maintain working knowledge of the Mission’s programs and service offerings and serve as an expert in the intake process.
Train new Call Center Representatives to answer the Central Intake hotline compassionately and professionally.
Coordinate with Relationship Managers to keep referral and partner information up to date.
Provide excellent customer service to internal and external customers.
Collect and report data as requested by the Director of External Affairs.
Meet performance targets, including reducing abandonment rates and increasing conversion rates.
Answer calls, return voicemails and emails, and conduct client pre-intakes.
Assess participant needs and provide supportive advocacy.
Start program intake when applicable.
Provide information and appropriate community-service referrals, using warm handoffs when necessary.
Participate in organizational meetings, training, and initiatives as required.
Perform other duties assigned to support the Mission’s success.
Maintain an active relationship with Jesus Christ and consistently witness for Him.
Uphold the Mission and team in prayer, participate in team devotions as schedule permits, and demonstrate conduct aligned with the Mission’s Statement of Faith, policies, and expectations.
Represent Jesus Christ to Mission teams, volunteers, guests, and homeless neighbors.

Benefits

Medical, dental, and vision coverage.
Basic life plan paid 100% by the company.
Voluntary life, AD&D, disability, accident, and critical illness insurance products.
EAP and 24/7 virtual mental health services paid 100% by the company.
Four weeks of accrued paid vacation.
Accrued paid sick time.
10 paid holidays and one floating holiday.
Personal day and birthday holiday.
Retirement benefits with company match.
Continuing Education Reimbursement Program.