2-1-1 Tampa Bay Cares Position Description

February 2014

Position Title: Contact Center Workforce Manager

Department: Contact Center FLSA Classification: Exempt / Salary

Supervisor: Director, Programs & Services Status: Full Time Position Summary: To ensure that staff have the skills and knowledge to provide excellent customer services as well as quality, accurately, and timely Information and referral and crisis intervention strategies to inquirers and that agents are scheduled and performing to meet service goals.

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.

Oversee Real Time Scheduling and Performance Management of the call center staff and call center supervisors.

Build reports for agent performance and service level goals.

Develop reports and procedures around custom 211 report generation requests.

Ensure reports are completed on time and delivered to the requester in the timeline and format agreed upon.

Forecasting staffing trends to ensure forecasting goals are met.

Lead and assist the supervisors in managing the daily affairs of the Contact Center ensuring the smooth operation 24/7 operations.

In conjunction with the Contact Center Supervisors, ensure the entire Contact Center workforce to ensure daily operations are covered 24/7 and agents are meeting all service levels.

Collaborate with the Contact Center Supervisors to ensure smooth Contact Center operations, including the development of policies and procedures and ensure all current standard operating procedures are posted on the department intranet.

Provide coaching, monitoring, mentoring to all Contact Center Supervisors monthly, quarterly, annually, and as operational or behavioral issues arise.

Provide support and coaching to staff as needed.

Ensure the entire 2-1-1 Contact Center staff quarterly and annual evaluations are completed on-time.

Monitor Contact Center activities to determine training needs for agents and work with the Contact Center Retention Manager to coordinate training.

Perform contact center quality trainings as needed to ensure agents have the skills and knowledge to meet standards, contractual requirements, and service goals.

Work with internal IT vendors to ensure systems are working appropriately.

Serve as escalated point of contact for supervisors to resolve customer service issues and department complaints as well as handle all emerging incidents being reported.

Ensure all contact center reports are signed by the Director of Programs and Services and get submitted on-time based on agreed to contractual requirements and/or statements of work.

Serve and participate in meetings, committees, community activities and client focused outreach events as required.

Ensure agents adhere to the latest version of the TBIN Policies and Procedures, Alliance of Information and Referral Standards and Quality Indicators for Professional Information and Referral, American Association of Suicidology Standards, and any local or state contract requirements or standards.

2-1-1 Tampa Bay Cares Position Description

February 2014

Ensure that AIRS Standards are followed and that AAS and DCF certifications are up to date and valid.

Participate and develop proactive teams that achieve departmental and company goals.

Follow all organization’s policies, practices, and procedures. Supervisory Responsibilities

Directly supervises the Contact Center Supervisor and the Family Services Supervisor. Performs the supervisory responsibilities in accordance with the organization's policies and applicable laws.

Work with all Contact Center staff to ensure optimal program and agent performance annually. Responsibilities include interviewing, hiring, and training employees, planning, assigning and

directing work; appraising performance of employees; addressing complaints and resolving problems.

Qualification/Requirements:

• Excellent verbal communication, customer service and time management skills • Ability to read, analyze and interpret documents. Ability to write routine reports and

correspondence. Ability to respond to common inquiries or complaints from clients or members of the community. Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization

• Ability to add, subtract, multiply and divide. Ability to problem solve and manage a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form

• Ability to define problems, collect data, establish facts and draw valid conclusions. • Strong data entry skills • Proficient personal computer skills including e-mail, recordkeeping, routine database activity,

word processing, spreadsheet, graphics, etc. • Ability to handle multiple tasks simultaneously • Ability to work in a fast paced environment

Education/Training/Experience

Bachelor’s Degree (B.A.) from four-year college or university; or one to two years related experience and/or training or equivalent combination of education and experience; Degree in health and/or human services preferred

Two+ years of management/supervisory experience required

Alliance of Information and Referral Services (AIRS) and American Association of Suicidology (AAS) knowledge preferred

AIRS CIRS National Certification preferred

Knowledge of Health and human services background required

Experience with federal, state and local government benefit programs preferred

Bilingual skills (English/Spanish) preferred Physical Demands: Moderate physical activity performing somewhat strenuous daily activities of a primarily administrative nature. Includes sitting and/or standing for extended periods of time with the ability to lift up to 10 lbs.

2-1-1 Tampa Bay Cares Position Description

February 2014

Manual dexterity sufficient to reach/handle items, works with the fingers and perceives attributes of objects and materials. Other:

Level II Background Screen

Valid State of Florida Driver’s License

The above description is intended to describe the general content, identify the essential functions and the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

Employee Signature: _________________________________

Date: ________________________________________________