Call Center Assistant Manager

  • Client Services
  • Pembroke Park, United States

Call Center Assistant Manager

Job description

Feeding South Florida (FSF) is a member of the Feeding America network and the leading domestic hunger relief organization serving Palm Beach, Broward, Miami-Dade and Monroe Counties. As one of the largest food banks in the Feeding America network, FSF is responsible for serving 25 percent of the state’s food insecure population. Pre-COVID, FSF was poised for industry-leading strategic and innovative growth. Currently, during the pandemic, FSF doubled its output of food from 61.5M pounds of food in FY19 to over 119M pounds in FY20. A four-star rated organization by Charity Navigator, FSF is one of the most efficient nonprofits nationally; over 98 percent of all donations are put back into the community and every $1 = 9 meals.

Core Values: FSF values service above all else. We’re looking for innovative and strategic thinkers who are committed to improving the lives of those around them. FSF “Friendly Food Bankers” embrace the enormity of our role in the community and know that serving others comes before any one individual. Friendly Food Bankers have compassion, dedication, act with integrity and are committed to stewardship and inclusion.

We Provide: Full medical, dental and vision insurance; contribute up to 3% match to a 401K after one year of service; 17 days paid time off; a diverse team that is representative of the community we serve; continuous learning opportunities; a high-performance culture that will help challenge and grow your skill set.

Position Overview
In response to the dramatic increase in need in our service area, Feeding South Florida is establishing a Call Center to better triage and manage the influx of requests for support from our community. The Call Center Assistant Manager (CCAM) is a new position that will assist in establishing call center objectives, provide Call Center Operators (CCOs) with opportunities to expand their knowledge of our services in order to make the most appropriate referrals, analyze call center data, and focus on improving performance and process in an effort to better support our clients. Taking a casework approach, this position leads, oversees and implements a referral program to assistant individuals with benefits assistance applications including SNAP, TANF, Medicaid and others. The CCAM is responsible for the management of a team of three CCOs to ensure improved client outcomes. The ideal candidate has a case management/social work background as well as experience managing high-performing team members who are focused on improving lives with a genuine concern for people in need of assistance.

Relationships: This position is a member of the management team, reports to the Benefits Assistance Manager (BAM), works closely with all members of the Client Services Team, manages department team members, and ensures proper management of relationships with clients who are calling for assistance.

Job requirements

Your Qualifications

  • Bachelor’s Degree (Master’s Degree preferred) in social work, public health, or other relevant discipline.
  • Minimum four years’ experience management experience of caseworkers or other positions that work directly with at-risk populations.
  • Sensitivity to diverse populations with sound judgment and the ability to serve people in a compassionate, patient, friendly, and courteous manner, showing sincere interest in people’s concerns.
  • Strong moral compass with ability to exercise discretion, including a demonstrated impartiality to certain organizations, agencies, groups, or individuals.
  • Experience with, and mastery knowledge of, all state and federal benefits assistance programs such as SNAP, WIC, TANF, Long Term Care, and Medicaid.
  • Ability to work under pressure in a fast-paced environment while multiple deadlines and managing responsibilities, while simultaneously maintaining composure and ensuring excellent customer service.
  • Strong coaching and leadership skills with ability to take initiative.
  • Decisiveness and attention to detail
  • Strong aptitude for learning and adopting new technology platforms including software applications and phone systems.
  • Strong communications skills, both written and verbal, with comfort and ability to speak publicly and teach others.
  • Strong computer skills with proficiency in Microsoft Office.
  • Strong grammar, spelling, and math skills.
  • Positive attitude, flexibility, and good sense of humor.
  • Bilingual required (English/Spanish or English/Creole)
  • Commitment to FSF’s vision, mission, values
  • Ensure client’s needs are met via phone, walk-in or referral, providing them with a comprehensive list of services to meet and support their needs.
  • Manage, train, coach, and lead CCOs as they provide support for clients, including the answering of questions, guiding them through difficult calls or issues, diffuse tense client calls, or handle issues that CCOs are unable to field.
  • Lead team meetings, asking questions to better understand the calls that CCOs are receiving, and educating and coaching CCOs regarding processes and practices.
  • Assist other management team members in identifying trends and establishing Call Center goals.
  • Ensure CCOs are achieving desired service levels and taking corrective action as needed.
  • Prepare reports and analyzing Call Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and client satisfaction.
  • Responsible for managing a team that meets its outreach and application assistance goals for SNAP, TCA, Florida KidCare, Medicaid and other benefits.
  • Ensures the proper use of Oasis Insight Client Management software for all department activity.
  • Create, implement and foster a culture of case management and pipeline services that are integrated and connected with other nonprofit community partners.
  • Identify and work with other agencies and groups to establish new referral pathways to achieve greater impact, avoid duplication and enhance the effectiveness of client services throughout FSF’s quad-county service area.
  • Assist management as necessary.
  • Hours of Operation: Although organization hours are Monday-Friday, 8:00 a.m. – 5:00 p.m., this Management level position will work closer to 45-50 hours per week, especially during peak times such as holiday seasons and disaster response. After hours business work is required occasionally throughout the year.
  • Environment: This position works in a typical office setting. There may be extended periods of sitting, standing and/or bending; listening, talking and/or visual concentration; writing and/or computer use. Occasional work will occur in the warehouse or outside in fields and warehouses in inclement weather. The noise is the work environment is usually moderate to loud.
  • Travel: FSF serves four counties so there is often same-day travel between the counties, using a personal vehicle, and occasional out of town travel for meetings, conferences or special events.
  • OSHA Standards Lifting requirements are 50 pounds and when lifting loads heavier than 50 pounds, use two or more people to lift the load.