Job Scope:
The Deputy Director of Call Center Services will assist with oversight of the day to day for all call center services, work with leadership to strategize and develop short-term and long-term plans that increase operational efficiency, productivity, and success, including grant monitoring, contact management, and. QA. The Deputy Director of Call Center Services will oversee a range of internal operations for the Call Center initiatives.
Responsibilities for the Deputy Director of Call Center Services:
· Defining, implementing and revising operational policies and guidelines for Call center operations
· Collaborate with the local partners to coordinate quality assurance and control activities
· Research new directives for program growth, following state and National standards.
· Participate in community and stakeholder engagement meetings
· Assist with overseeing technical systems and solutions
· Develop, implement, and monitor day-to-day operational systems and track goals, progress, and obstacles of key initiatives
· Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks
· Assist the Director Call Center & System coordination in providing leadership and oversight for the program’s day-to-day functions.
· Manages preparation and submission of materials for annual audit.
· Perform risk management to minimize project risks
Supervisory responsibilities:
· Participates in the hiring and training of new managers
· Organizes and oversees the work and schedules of the call center managers
· Participates in the professional development and performance coaching of call center managers
