APPLY: Candidates must apply directly on organization's site for further consideration at unitedwayhouston.org/for-job-seekers/
OVERVIEW:
The Manager, Information & Referral supervises Information & Referral Specialists and Team Leads within the 211 Texas/United Way HELPLINE department. The Manager assists with talent development efforts within the department, including, but not limited to, recruiting, training, and performance management. Coordinates with the Senior Manager on scheduling staff to meet incoming call volumes as well as ensure the scheduling system is updated accordingly. Monitors calls for quality assurance purposes based on Inform USA service delivery standards, relays feedback monthly and conducts performance appraisals of I&R Specialists. Serves as on-call supervisor after hours and on weekends on an alternating basis with Managers and/or Directors.
PRINCIPAL DUTIES & RESPONSIBILITES:
- Supervises Team Leads and Call Specialists, providing month 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 area, 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 for 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.
EDUCATION:
Bachelors or better in Human Resource Administration or related field.
REQUIRED EXPERIENCE:
5 years: Progressive experience working in social services or information and referral call center environments, including 3 years in a lead or management level position. Must have demonstrated knowledge of community resources, telephony systems, call center technology and vocabulary, effective communication skills (written and verbal), effective listening skills with ability to analyze and problem solve with co-workers and clients, extensive understanding of manpower planning and scheduling concepts.
Job Type: Full-time
Pay: $65,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person