Manager, Emergency Communications Center

American Red Cross • New York, NY

2d • Onsite

About The Position

The Manager, Emergency Communications Center (ECC), supervises the Emergency Communication Center (ECC) employees and volunteer staff, who support field response. Ensures an appropriate response to regional customers/clients seeking Red Cross programs and services. Plans, develops, recommends and implements communications strategies that support Chapter and National key initiatives and objectives. Responsible for raising the local visibility of the Red Cross to help the community understand how to access local Red Cross services and support its mission. Works to perform these functions according to the program direction provided by the Response function at headquarters. Team leadership, supervision, and personnel development is provided by the Regional Disaster Functions/Support Director or the Regional Disaster and Program Officer. The Manager, Emergency Communications Center, supervises 5 full-time, and 7 part-time staff. Core hours are M-F, first shift, but also fills in for other shifts (evening, overnights, weekends) as needed.

Requirements

• Bachelor's degree required.
• Minimum 5 years of related experience or equivalent combination of education and related experience required.
• 3 years of supervisory or management experience.
• Ability to work on a team.
• Strong organizational, analytical and problem-solving skills, the ability to work independently and under pressure is required.
• Ability to develop and lead a high-functioning team as well as have excellent interpersonal skills in dealing with all levels of staff.
• Demonstrated ability to manage remotely and motivate teams to achieve results.
• Effective verbal and written communication skills are required.
• Intermediate level computer skills with applications such as Salesforce and Microsoft Office in a Windows environment are required.
• Ability to work in a fast-paced contact center environment required.
• Adapt to utilizing various communication channels such as voice calls, emails, cases, texts, and chats.
• Excellent interpersonal, verbal, and written communication skills.
• Demonstrated analytical and decision-making skills to interpret program trends, results, formulate recommendations, and develop creative processes for continuous program or service improvements.
• Proven record of accomplishment of collaboration with diverse groups and individual’s representative of all the demographics of this community, managing multiple priorities, facilitation, problem solving, marketing, leadership, and partnership management.
• Intermediate level proficiency with Microsoft Office software, including Word, Excel, PowerPoint, and Outlook.
• Ability to work outside of regular duty hours including nights and weekends.

Nice To Haves

• Experience managing a call center.

Responsibilities

• Establish call center goals and monitor reporting systems that identify departmental progress towards daily/weekly/monthly goals and take corrective actions.
• Manage all supervisory functions for team, including interviewing/hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team and to enhance operational success.
• Manage staff communications across multiple channels.
• Establish performance standards and individual goals for supervisors and staff, providing coaching and feedback.
• Establish tools that motivate the team to achieve goals.
• Design and manage staffing plans to ensure optimal levels that meet the contact center’s support service objectives.
• Forecast staffing needs and execute management-developed strategies to achieve performance goals.
• Collaborate with teams to enhance quality processes and customer service standards to meet operational optimization goals.
• Implement and monitor compliance to the standard operational procedures for the contact center.
• Maintain equipment and notify appropriate stakeholders of issues in a timely manner.

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 19 days a year; based on FLSA status and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with 6% match
• Paid Family Leave
• Employee Assistance Program
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Manager