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SEIU 775

SEIU 775


Deputy Director
Call Center

Based in Seattle, WA

 

About SEIU 775
SEIU 775’s mission is to unite the strength of all working people and our families, to improve our lives, and to lead the way to a more just and humane world. We represent more than 45,000 long-term care workers providing quality in-home care, nursing home care, and adult day health services in Washington State and Montana.

Position Summary
Want to manage, develop, and train the best call center representatives on this side of Timbuktu? Join the SEIU 775 Member Resource Center Management team, where our mission is to improve the lives of workers and their families and to lead the way towards creating a more just and humane society.

In this role, you will manage and coordinate customer service activities and representatives to ensure the Member Resource Center strategic goals and service level requirements are accomplished within the prescribed time frame and funding parameters by performing the following duties personally or through subordinate staff.

Essential Job Functions:

  • Directly supervises employees and shares management of a team of specialized MRC representatives.
  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Carries out supervisory responsibilities and provides provide strategic alignment on the overall vision, mission, and goals of the organization.  
  • Manages staff while following organizational policies and applicable laws.
  • Analyze call-center statistics (customer service metrics etc.)
  • Uses available reporting and technology to collect and analyze call center statistics – forecasting, scheduling, customer service metrics, and coordinating daily operations.
  • Primary liaison for day-to-day issues within MRC as it applies to the Training Partnership Trust and Union.
  • Responsible to develop staff to meet organizational goals.
  • Regular coordination meetings to report performance, discuss and update procedures, and receive new work or procedures for implementation with partner organizations.
  • Hire, coach, and provide training to personnel to maintain high customer service standards.
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Monitor and improve telephone handling and other procedures
  • Other duties as assigned

Skills & Abilities:

  • Proven experience as call center manager or similar position
  • Knowledge and experience in call center management principles and techniques
  • Excellent organizational, analytical and leadership skills with a problem-solving ability and experience
  • Positive and patient
  • Knowledge of performance evaluation and customer service metric
  • Proficient in MS Office and call center equipment/software programs
  • Strong customer service skills and standards
  • Strong written and verbal communication abilities
  • Proven track record managing people and teams
  • Outstanding communication and interpersonal skills  

Minimum Qualifications:

  • The ideal candidate will be a masterful customer service manager with at least 5 years supervisory experience
  • Bachelor’s degree in Business or equivalent.
  • Certified Call Center Manager (e.g., CCCM) or equivalent qualification is a plus
  • Language skills - Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
  • Reasoning Ability – Ability to define problems, solve practical problems and deal with a variety of situations where limited standardizations exist.
  • Computer Skills - To perform this job successfully, an individual should know about current Call Center Management systems; internet software; Microsoft Excel Spreadsheet software, and Microsoft Word Processing software. SEIU 775 uses Salesforce; working knowledge of Salesforce will be a big plus.

How to Apply
Please fill out an application for the “Deputy Director, Call Center” directly by clicking APPLY.

In your application, make sure to include a Cover Letter.

Compensation:
This position is Full Time, Salaried position. Pay ranges from $99,994 – 119,720 per year. Benefits include vacation, holiday and sick leave benefits, fully paid health, dental, vision, and life insurance, defined benefit pension plan, and optional 401(k), WFH credit during pandemic, and more.
Women, people of color, and members of the LGBTQIA+ community are strongly encouraged to apply.

AAP/EEO Statement
SEIU 775 is an affirmative action employer and encourages applications from all qualified candidates without regard for race, color, religion, sex, national origin, age, creed, gender, citizenship status, disability, veteran status, marital status, sexual orientation, gender identity, gender expression, genetics, the presence of sensory, mental, or physical disability, or any other discrimination prohibited by law. SEIU 775 works to ensure fair treatment of applicants and employees and actively enforces policies against discrimination and sexual harassment.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, creed, gender, citizenship status, disability, veteran status, marital status, sexual orientation, gender identity, gender expression, genetics, the presence of sensory, mental, or physical disability, or any other discrimination prohibited by law. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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