Supervisor, Contact Center Operations Support

American Red Cross • Detroit, MI

1d • Onsite

About The Position

This position involves supervising the implementation of the disaster services program within an assigned geographic area. The role leads and supervises a team of staff and volunteers responsible for local preparedness, response, and recovery management, as well as managing government partnerships. Key responsibilities include implementing disaster preparedness, response, and recovery programs locally and developing Disaster leadership volunteers across various functional areas of the disaster cycle to meet regional, state, and divisional needs. The scope of work is influenced by factors such as the number of municipalities, program activity complexity, grant funding, geography, risk, population, event frequency, and regional structure. The supervisor is also responsible for providing support, development, and leadership guidance to all volunteers.

Requirements

• Bachelor's degree required.
• Minimum 3 years of related experience or equivalent combination of education and related experience required.
• 1 year of lead or supervisory experience.
• Excellent interpersonal, verbal and written communication skills.
• Develop project plans & budgets.
• Demonstrate in-depth knowledge of program or service.
• Demonstrated ability in creating presentations and developing training modules.
• Develop strategies to achieve organizational goals.
• Demonstrated analytical and decision-making skills to develop creative processes for continuous program or service improvements.
• Proven track record of collaboration with diverse groups and individual's representative of all of the demographics of this community, facilitation, problem solving, marketing, leadership, and partnership management.
• Ability for planning, public speaking, project management and process improvement.
• Must be customer oriented, organized, and able to operate with an orientation toward solutions, with an external focus, and team orientation.
• Intermediate proficiency with MS Office software, including Word, Excel, PowerPoint, and Outlook.
• Familiarity with federal, state and local employment laws.
• Ability to work outside of regular duty hours including nights and weekends.
• Must be able to perform all assigned responsibilities under “steady state” requirements.
• Ability to work on a team.
• Geographic Community Disaster employees are expected to work daily in their assigned geographic area to engage and mobilize communities and support volunteers.
• Regional leadership and functional employees are expected to work daily within their region's geographic area to provide leadership and functional support, engage and mobilize communities, and support volunteers.
• Regional disaster employees are required to deploy to disaster relief operations outside of their region at a minimum of once a year.
• Employees must meet all training and physical capacity requirements for deployment.
• Travel may be required.

Responsibilities

• Empower Volunteers: Manage and support an employee and volunteer team responsible for the implementation of volunteer-led disaster services programming throughout the assigned geographic area, or functional activities throughout the region. Functional activities include mass care, response, community preparedness, recovery, and planning and readiness. Ensure disaster services are delivered in a rapid, accessible, and equitable manner, both culturally and linguistically, to meet the urgent, disaster-caused needs of our clients, with a focus on frontline communities.
• Lead the Program: Supervise employee(s) and implement either disaster cycle services activities within assigned geographic area or specific functional activities within the region. Monitor, collect and analyze business data to improve services to individuals and communities. Ensure compliance with data protection and privacy regulations while managing sensitive disaster-related information. Work with regional disaster program management to create and improve plans for successfully meeting disaster cycle services programmatic vision. Provide feedback to support the continuous improvement process.
• Mission Capacity Building: Develop and support disaster volunteers who are the primary workforce, and representative of the communities they serve, both culturally and linguistically. Cultivate and develop Disaster Leadership Volunteers, including volunteer partners, to meet specific responsibilities as part of their work in disaster readiness, preparedness, response, and recovery. Lead and empower a diverse team of volunteers and employees. This includes, but is not limited to, hiring, training, coaching, delegating, coordinating, and evaluating and managing performance to ensure a well-qualified, empowered team and enhance programmatic success. Collaborate with Disaster Workforce Engagement Team.
• Engage Community: Lead and coordinate efforts in assigned geographic area to prepare and mobilize communities and engage partners with specific functional expertise and assets to prepare for, respond to, and recover from disasters and emergencies. Serve as Facilitative Leader. Plan and coordinate activities and ensure direct reports are conducting community listening and engagement activities alongside chapter leadership, disaster program management, community volunteer leaders, and all other business lines to guarantee the Red Cross is the most trusted disaster services provider. Engage and include diverse stakeholders reflective of all dimensions of diversity in the community across the disaster cycle, including disaster relief operations.
• Manage in a Matrix: Build relationships and collaborate in the matrix management environment with internal partners, including employees and volunteers. Cultivate transparent communication and collaboration between lines of business to meet shared goals and objectives, including timely and effective service delivery and community presence. Develop and implement plans to meet assigned regional targets in collaboration with disaster program management. Work at the direction of assigned supervisor.
• Know Your Communities: Act as the local Red Cross disaster subject matter expert within assigned geographic area to maximize Red Cross presence and community engagement and mobilization. Prospect and partner with local organizations and leaders supporting frontline communities and community resiliency before, during and after disasters. These include community-based and faith-based organizations supporting disaster services, key emergency management and government entities, and other leaders in the field of disaster services.
• Ready to Respond: Initiate and coordinate disaster relief operations in assigned geographic area, or functional activities in the region in alignment with the Disaster Cycle Services Concept of Operations. Serve during times of disaster as a leader for the assigned geographic area, upon completion of training requirements. Deploy and participate in operations outside of home region. Perform all assigned responsibilities under “grey sky” requirements with potential for deployment as directed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees