Job Details

Call Center Coordinator

Pay Rate: $21.50/hour + $0.50/hour Bilingual English/Spanish (opportunity for pay increase once probationary period ends)
Available Shift: Monday-Friday 9:00am-5:30pm

Overview:

211 is available 24/7 to meet health and human services needs, through information and referral, benefits navigation, disaster response, and other special projects that provide direct assistance. The Coordinator will coordinate 211 activities for specific projects and support 211 administration in project management, training, and quality assurance. Provides operational support for both staff and management, Responsibilities include staff coaching training, call monitoring quality assurance, 2-way text scheduling and monitoring, follow-up scheduling and monitoring, and supporting staff by handling calls and texts when necessary.

Specialized Responsibilities:

1. Quality Assurance and Training:

   1. Conduct call monitoring to ensure staff adhere to quality assurance standards, while reporting quality assurance concerns to management

   2. Review monitored calls with staff, providing the necessary training and coaching for adherence to quality assurance standards

   3. Support management in providing training sessions and staff meetings as needed

   4. Assist Call Specialists with challenging calls and technical issues, serving as a go-to resource for team members

   5. Troubleshoot and report technical or programmatic issues as needed

   6. Support department in tracking and improving the quality services

2. Operational Support:

   1. Support the quality and efficiency of service on the Call Center

   2. Monitor provider service levels on an ongoing basis and alert management of potential issues

   3. Provide training on 211 projects, services, internal procedures, and reporting requirements

   4. During active disaster responses, provide critical support to contact center staff and management in monitoring and using disaster response tools, providing training and one on one support to staff

   5. Backup for Community Information Navigator duties as needed

Skills Required:

• Strong computer and telephone communication skills

• 2+ years of customer service, administrative or call center experience

• Ability to work independently and follow guidelines

• Familiarity with social services systems a plus

• Bilingual in Spanish a plus