Contact Center Compliance Manager

JCS AND MASADA • Miami, FL

21d • $80,000 - $85,000 • Onsite

About The Position

Are you ready to make a difference in our community? At Jewish Community Services of South Florida (JCS), you’ll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth. If you’re looking to be part of an organization that values your contributions and promotes a culture of unity and support, JCS is the place to be. The Contact Center Compliance Manager exemplifies requisite knowledge, attitudes, and skills to perform at a minimum accepted standard level of service on behalf of the agency. The Contact Center Compliance Manager will also work with Contact Center managers in achieving other short term/long term goals and serves as a key professional staff member responsible for ensuring the accuracy, credibility, and visibility of JCS’s community resource systems and services. This position combines specialized expertise in information management with strategic outreach and professional representation.

Requirements

• Master’s degree in Psychology, Social Work, or related Human Services field, strongly preferred; Equivalent experience and demonstrated skill in social services may be considered
• LCSW, LMFT or LMHC licensure in the state of Florida, strongly preferred
• Certified Information and Referral Specialist, required after one-year tenure ship
• Crisis Worker Certification, required after 6 months.
• Minimum of 3 years of experience in a contact center or related setting, required
• Minimum of 3 years of experience in a supervisory role, required
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers and/or employees of organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
• Skilled in the use of personal computers and related software applications to include Microsoft Office, email and intranet
• Bilingual (English/Spanish), required
• This position is required to actively participate in JCS' Milk and Honey, Matzah Mitzva, Annual Meeting, available to be present at Board and Committee meetings, budget and legislative hearings, and other important management level events. Scheduling of leave time should consider these as priority/mandatory. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. Leaders set the standard for involvement and demonstrate commitment to these meaningful, high priority business activities.

Responsibilities

• Provides supervision and oversight of clinical staff within the Contact Center
• Supervises Resource Coordinators, Quality Assurance & Quality Improvement staff, volunteers and other staff members including planning and facilitation of regular team meetings, one-on- one staff support, supervision meetings and training
• Provides oversight and monitoring of operations in conjunction with the managers of the Contact Center
• Prioritizes, sets clear time limits, and terminates calls from active/ difficult callers properly, as needed
• Consistently adheres to assigned schedule and demonstrates flexibility in regards to Contact Center coverage needs. Schedule may need to change, including overnight and morning shifts when back-up coverage is needed
• Participates in and coordinates participation from others for community outreach events
• Facilitates and/or participates in trainings, seminars, workshops and in-services related relevant programs and professional development.
• Maintains an effective working relationship with colleagues through the use of appropriate interpersonal and communication skills
• Adheres to confidentiality policies and procedures as well as HIPAA regulations
• Coordinates and oversee assigned tasks by the Director
• Collaborates with Managers on special projects, as assigned
• Report any issues of non-compliance of protocols to Director
• Assists with hiring, recruiting and onboarding of new staff
• Serves as a member of the Miami Disaster Relief Team
• Provides appropriate information and referrals to social service agencies for callers contacting the Helpline as needed
• Provides outstanding customer service to callers and ensures data is accurately entered into the client database in a timely manner
• Provides telephone and chat crisis counseling as well as suicide intervention services to clients experiencing crisis situations as needed
• Works with staff when scheduling gaps arise to ensure coverage is always available on all platforms
• Follows up with potential volunteers and works with managers for additional recruitment as needed
• Creates and submits reports as needed
• Conduct performance evaluations for direct reports
• Work in collaboration with the Training Manager and management staff to identify training needs for contact center staff
• Design and implement standards and protocols to ensure accuracy, integrity, and compliance of the community resource database
• Exercise discretion in evaluating, approving, and curating provider information to meet accreditation, funder, and community requirements
• Independently identify new agencies and services for inclusion based on research, needs analysis, and strategic organizational priorities
• Provide expert consultation and training to internal staff on database usage and policy
• Obtain certification as Database Curator through Inform USA after 1-year tenure
• Develop and apply evaluation criteria for data quality, accuracy, and relevance, making determinations that affect JCS’s accreditation status and service delivery
• Interpret and apply AIRS taxonomy guidelines, Inform USA standards, and industry best practices, ensuring compliance across the database
• Advise leadership on quality improvement strategies based on compliance findings and accreditation feedback
• Attend monthly/quarterly funder meetings in regards to CQI
• Ensure the Training Manager meets all trainer qualifications as per AAS, including demonstrated crisis intervention competence, knowledge of evidence-supported practices, and ongoing professional development in training methodology
• Provide regular supervision, mentoring, and performance evaluation of the Training Manager, including documentation of training effectiveness and trainer skill development
• Review, approve, and oversee all training curricula to ensure alignment with accreditation standards, including required attitudinal, knowledge-based, and skills-based objectives
• Ensure the Training Manager implements structured training methodology such as role-plays, supervised co-training experiences, observed practice sessions, shadowing, and competency-based evaluations
• Maintain documentation of trainee performance, competency checklists, and evaluation results
• Ensure crisis specialists receive ongoing training, including annual refresher training, and verifying training content is current and incorporates new research, evidence-supported practices, and accreditation guideline updates
• Ensure that all training materials, trainee evaluations, role-play forms, call monitoring tools, and competency documentation are maintained, accurate, and audit-ready for accreditation and monitoring
• Collaborate with the Training Manager to identify organizational training needs, develop specialized training modules, and incorporate staff feedback, quality assurance findings, and performance data into training enhancements
• Ensure that multilingual training needs are addressed and that bilingual crisis specialists receive appropriate language-proficiency evaluation and language-specific coaching as required by accreditation standards
• Represent JCS as the designated liaison with The Children’s Trust and other key funding and provider agencies
• Cultivate and maintain strategic partnerships with community organizations, exercising discretion in negotiation and collaboration to expand service offerings
• Independently design and deliver professional presentations and outreach initiatives tailored to diverse audiences, strengthening JCS’s visibility and credibility
• Analyze and interpret trends in service gaps and community needs; provide recommendations to senior leadership that influence outreach strategy and database expansion
• Prepare reports, dashboards, and KPI analyses for internal and external stakeholders
• Identify emerging community needs and recommend organizational responses, resource development, or strategic partnerships
• Represent JCS in coalitions, committees, and professional forums, exercising authority to communicate organizational positions and build alliances
• Serve as a member of the Disaster Relief Team, applying judgment in high-stakes, time-sensitive environments
• Provide subject matter expertise to staff, funders, and accreditation bodies on matters related to database management, information referral standards, and resource development
• Ensure materials and supplies are updated, available and tailored for all external events
• This position is responsible for overseeing the Quality Assurance Manager, Reporting Analyst, Resource/Outreach Coordination Team, Clinical Supervisor, and Training Manager, reporting call outs and tardiness to Managers and Directors, and supervising staff breaks and adherence. This position will have a team of staff members and volunteers who provide direct support to calls and chats.
• All of Senior Management and Managers are required to actively participate in JCS' Milk and Honey, Matzah Mitzvah and other similar events. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, managers and supervisors help set the standard for involvement and demonstrate our commitment to these meaningful traditions.

Benefits

• We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans.
• A generous vacation and holiday pay benefit and a 401(k) match is available.
• Staff receives monthly in-service training and CEU opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 51-100 employees