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SEIU Local 721
SEIU Local 721


Member Connection Supervisor

Based in Los Angeles, CA

 

WHO WE ARE:
SEIU Local 721 is a dynamic, and fast-growing organization recognized as one of the largest and strongest union of publicly funded employees in the nation. We are on the forefront of local politics, defending public services in the face of budget challenges, organizing workers in the public service sectors and are key players in national reform efforts. We have over 170 staff members covering 6 counties in Southern California. Our more than 90,000 members provide public services in diverse fields, including health care, social services, special districts, private non-profits, libraries, courts, parks and recreation, public works and mental health in cities and counties throughout Southern California. Through grassroots organizing, identifying, and developing leaders within our Union, and organizing worker political power, we are on the front lines of holding government accountable, ensuring efficiency, tackling waste, and improving services.

RESPONSIBILITIES:
Member Connection Supervisor (MCS) position is a supervisor level position and is responsible for managing a staff of Member Connection Organizers (MCO’s). In this position, the MC Supervisor will develop and coach staff within a call center environment, works closely with members and stewards to ensure quality representation, manages escalation calls, manage representation issues, and maintain resource library, conduct MCO training and development.

ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

  • Identify member representational needs
  • Manage all local communication to ensure staff and MC maintains up to date information
  • Maintain MC’s centralized folders, references, and resources.
  • Develop and maintain all standard operating procedures
  • Identify opportunities for the MC to provide better support to members and stewards
  • Manage assigned staff to the MC standard performance and quality standards
  • Audit staff call performance, call quality and accuracy to ensure the MC is meeting the local performance standards
  • Coach and develop MC organizers to set performance standards
  • Conduct training sessions and presentations to MC staff
  • Monitor MC inbound phone queues and reassign staffing resources when necessary
  • Audit staff call performance
  • Support MC staff with questions, investigations, member meetings, formal grievance process and escalation calls.
  • Increase knowledge and manage call center operation
  • Prepare and administer annual staff performance evaluations
  • Liaison with Advocacy center in the transition of cases.
  • Liaison with worksite organizers in the transition of cases.

MINIMUM QUALIFICATIONS:

  • College degree and/or combination of education and experience
  • Minimum of 2 years’ experience supervising or managing staff
  • Labor Union experience specifically in organizing and representation
  • Call center experience in a high volume inbound/outbound environment a plus
  • Strong written and verbal communication skills
  • Willingness to work long and irregular hours, including weekends and participate in all union wide activities.
  • Ability to work effectively with members and staff from diverse ethnic, social, and economic groups

SALARY AND BENEFITS:

  • Salary is commensurate based on experience.
  • Fully paid benefit package including medical, dental, vision and a generous life insurance.

TO APPLY:
Mail, fax or e-mail a cover letter, detailed résumé, two-page writing sample and the name, job title, address, and phone number of three professional references to:

Human Resources Department
SEIU Local 721 Suite 100
1545 Wilshire Blvd.
Los Angeles, CA 90017

E-mail: careers@seiu721.org

To be considered, your résumé or cover letter must show how you meet each of the job requirements listed above.

SEIU Local 721 is an affirmative action employer and encourages applications from all qualified candidates regardless of race, ethnicity, age, sex, sexual orientation, marital status, religion, or disability. SEIU Local 721 works to ensure fair treatment of applicants and employees and actively enforces zero tolerance policies against discrimination and sexual harassment.

Position will remain open until filled.

WHEN APPLYING: Be sure to indicate that you saw this information at UNIONJOBS.COM.