Manager, Information and Referral

SALARY: $70 - 75K DOE

OVERVIEW:

The Manager supervises and supports a team of Information & Referral Specialists who answer incoming calls to the 211 Texas/United Way HELPLINE. The Manager is primarily responsible for providing monthly call monitoring, on-going feedback, and performance evaluations. Trains staff on how to answer calls or respond to other channels (email, text, or chat). Answers 211 calls (min. 5 hours/week) to maintain familiarity with current caller issues and concerns. Assists Specialists with difficult calls. Oversees staff scheduling to ensure proper coverage at all times. Serves as on-call supervisor after hours and weekends on an alternating basis. Ensures that qualified staff are prepared to pass the Inform USA certification examination. Work is carried out in a call center environment.

PRINCIPAL DUTIES & RESPONSIBILITES: 

• Supervises Team Leads and Call Specialists, providing monthly call monitoring, on-going feedback, and evaluations of their work. Coaches staff on how to answer calls or respond to other channels (email, text, or chat) according to professional standards and protocols. Assists with production and implementation of general training for current and incoming call center staff.   Ensures that qualified staff are prepared to pass the Inform USA certification examination, and that new staff certify as soon as eligible.
• Actively coordinates 211 Texas/United Way HELPLINE activities and services in key focus areas, providing training in area of expertise and serving as United Way representative to key internal and external committees/collaborative groups. Oversees staff scheduling to ensure proper coverage at all times. Assumes on-call supervisory coverage after hours and weekends and troubleshooting call center issues on an alternating basis with Managers and Directors.
• Answers 211 calls (minimum of five hours weekly) to maintain familiarity with current caller issues and concerns; assists I&R Specialists with difficult calls; responds to special campaign information and referral requests.
• Assists with other duties and special projects as assigned. Must perform external speaking engagements, lead tours and participate in local outreach events, and participate in regional and national information and referral professional organizations. Other duties include disaster response. As an essential employee, may be required to work extended hours and/or times other than usual.

Qualifications Education Preferred Bachelors or better. Experience Required Experience in social services and managing teams within a call center environment preferred. Demonstrated ability to lead, train, coach and develop teams. Must possess a strong knowledge of community resources and workforce planning skills. Ideal candidate will be a Certified I&R Specialist or Resource Specialist through Inform USA. Must be an expert with telephony systems and call center technology. Excellent communication skills, active listening, and problem-solving skills required. Equal Opportunity Employer
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