Development Manager

SEIU 775•Seattle, WA

4d•Onsite

About The Position

The Member Resource Center is seeking an experienced Developmental Manager with a strong background in customer service. We are looking for a candidate who understands the importance of meeting members' needs and delivering exceptional service. In this role, you will be responsible for recruiting, training, and managing a team of representatives, ensuring adherence to key performance indicators (KPIs) while maintaining a high standard of service excellence. You will set clear goals to motivate employees, drive Union engagement, and provide outstanding customer service. The Developmental Manager will work closely with Senior Management to align strategies with organizational objectives and enhance overall member experience. If you are passionate about problem-solving, motivating teams, and achieving results, this could be the perfect opportunity for you.

Requirements

Mastery of customer service
Strong competency in knowledge-based and technical skills
Demonstrated leadership abilities
Excellent coaching skills
At least three years of supervisory experience
Ability to effectively manage and coach teams to drive performance excellence and support organizational goals.
Able to work independently and lead in a fast-paced, dynamic environment, and sometimes challenging situations.
Commitment to progressive social change and to building worker power.
Demonstrated commitment to professionalism, confidentiality, and high service standards.
Effective conflict resolution by addressing disagreements in a constructive manner to maintain harmony and productivity.
Exceptional written and verbal communication skills, including report writing and procedure documentation.
Skilled at managing multiple tasks while ensuring a high level of attention to detail.
Strong interpersonal, organizational, analytical, and problem-solving skills.
Strong understanding of call center management principles, workforce management, and performance metrics.
Minimum of 3 years of leadership experience in a contact center preferred, social justice, or union setting.
Capable of taking accountability and working collaboratively as part of a team in a fast-paced environment.
Ability and willingness to work long hours and weekends when necessary.
Proficiency in call center systems, CRM software (Salesforce preferred), Microsoft Excel, and Word.
Optimize processes and workflows for greater efficiency.

Nice To Haves

Multilingual skills are a plus.
Experience managing teams within a union, nonprofit, advocacy, membership-based, or mission-driven organization.
Experience with workforce management systems, quality assurance programs, and contact center analytics.
Knowledge of labor relations, collective bargaining agreements, and union member engagement strategies.
Bilingual or multilingual skills relevant to the membership served.

Responsibilities

Manage and guide a team of staff members, ensuring they meet performance goals and consistently deliver high-quality service.
Analyze call center metrics to identify team members’ trends and areas for improvement, providing regular feedback and coaching sessions.
Ensure compliance with attendance policies, addressing violations and implementing corrective actions as necessary.
Address escalated internal/external customer inquiries and resolve complex issues promptly and effectively.
Collaborate with senior management to implement strategies that improve service quality and elevate customer satisfaction.
Support recruitment, onboarding, and mentorship of new staff to maintain high service standards.
Conduct performance reviews, including recognizing achievements and identifying areas for improvement.
Track and recognize team members for exceptional performance and contributions.
Take inbound help desk calls and handle escalated issues professionally.
Participate in cross-departmental meetings to align strategies and drive organizational improvements.
Foster a positive work environment that encourages a great member experience and professional growth.
Perform additional duties assigned to meet organizational objectives.
May be required to do political work for candidates and member political education as part of job duties.
Other duties as assigned.