211 Operations Manager

211 is an easy-to-remember number that connects people directly to resources and information. Whether a person is seeking essential services or looking for volunteer activities in his or her community, 211 is there 24 hours a day, seven days per week to help. United Way of Southwestern Pennsylvania provides critical information and referral services via phone, text, chat and web for 30 counties within Southwestern, Southeastern and Northwestern Pennsylvania and 10 counties within Southern Kentucky for afterhours. 

This position reports to the Senior Director of 211.  Under the direction of the Senior Director of 211, the 211 Operations Manager manages the day-to-day activities necessary to operate all aspects of PA 211 Southwest, Southeast and Northwest. This is a hybrid remote & in-office position.

Essential Functions

• Maintain and enhance day-to-day contact center operations by overseeing system performance (CRM, Workforce Management, telephony system and text/chat software), identifying problems and providing solutions promptly.  

• Operate contact center in accordance with Inform USA and United Way Worldwide standards. 

• In collaboration with Contact Center Manager, develop and maintain effective organization of workforce management and staffing levels to meet quality service metrics. 

• Assist the 211 team in maintaining Inform USA accreditation for PA 211 Southwest.  

• Manage all technical aspects of the contact center telephony solutions.  

• Manage the integration of special projects into the CRM system without degradation of service.  

• Serve as the primary 211 contact person for local lead agency partners for troubleshooting and special projects.   

• Develop and maintain relationships and partnerships with appropriate national, state, local organizations and other entities to foster operational excellence of 211.  

• Work with emergency management and disaster agencies during small- or large-scale disasters within the community.

• Develop and implement a contact center plan for future technology conversions. 

• Troubleshoot technology problems with staff and escalate tech issues to the organization’s IT department when applicable.

• Report, verbally and in writing, on performance of assigned key funded projects. 

Additional Functions

• Attend local outreach events and present to organizations to increase 211's visibility in the community.

• Participate in contact center on-call rotation (approximately every six to eight weeks).

• Participate in cross-functional teams within the United Way of Southwestern Pennsylvania.  

• Additional duties as assigned. 

People Management Responsibilities

• Direct supervision of Resource & Data Manager and Technology Specialist.

Financial/Budgetary Responsibilities

• N/A

Education and Experience

• Required

  • High school diploma or GED equivalent 

  • Five or more years of non-profit and/or social service/human services operations experience. 

• Preferred

  • Bachelor's degree in social service, technology or related field preferred.
     

Annual Salary

• Pay Grade 107

• Salary Range  $55,620 - $60,000

Knowledge, Skills, and Abilities

• Required

  • Demonstrated experience supervising a contact center or information and referral service.  

  • Telephony solution management and related technical experience.   

  • Strong project management, organizational, critical thinking and analytical skills.  

  • Excellent verbal and written communication skills and the ability to communicate well in many settings.

  • Ability to empathize, address complex situations and deescalate situations in a caring and thoughtful manner.

  • Strong interpersonal skills and the ability to develop new relationships with key partners.

  • Knowledge of non-profit sector issues and information and referral systems.  

  • Strong presentation skills.

  • Ability to make sound decisions in a fast-paced environment while keeping leadership informed. 

  • Extremely proficient in Excel and Microsoft products.  

  • Experience working with community groups in collaborative efforts. 

• Preferred

  • 8x8 telephony experience.

  • Project management experience.

  • Two or more years working with the Inform USA Taxonomy of Human Service.

Certifications/Licenses

• Required

  • Inform USA certification preferred or willingness to sit for the exam.

Physical Demands

• Medium  Exerting 20 to 50 lbs. of force occasionally and/or 10 -25 lbs. force frequently and/or up to 10 lbs. of force constantly. Physical demand requirements are greater than that required for light work.

Travel Requirements

• Frequent travel within the region via ground transportation.

• Potential travel outside the region via air transportation.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change; new ones may be assigned at any time with or without notice.