Directs contact center operations and staff.
MAJOR RESPONSIBILITIES & DUTIES:
Manages contact center operations and staff.
Hires, manages, and evaluates staff; develops and coaches direct reports.
Maintains contact centers reputation as a robust resource in crisis services/suicide prevention and family services.
Ensures the highest possible service level to contacts in crisis and/or seeking assistance with a wide range of problems.
Develops and maintains budget by monitoring costs to meet financial goals of the contact center.
Ensures effective contact center operations through analysis of workflow patterns, establishing performance standards, delineation of duties, monitoring staffing levels, and supervision.
Directs staff and technical resources toward the successful achievement of required service levels, contact response efficiency, and objectives relating to securing and maintaining outside service contracts.
Makes contact center policy decisions.
Maintains safe and pleasant work environment at the BTNH; advocates for necessary physical repairs/improvements.
Monitors performance indicators routinely to improve service and skills of staff, reduce risk, and mitigate negative outcomes.
Maintains external endorsements/accreditations and adheres to compliance standards.
Maintains existing contracts and seeks opportunities for contact center expansions.
Represents the Hotline in stakeholder meetings related to youth safety and mental health.
Manages and monitors numerous contracts with external non-profit, for-profit, and government agencies.
Communicates and negotiates with internal consumers to provide mission-related services.
Works with Development and Marketing staff to pursue funding opportunities.
Assists marketing department with the pursuit of increasing contacts for the Hotline including participating in developing marketing plans and coordinating the assignment of activities.
Develops and maintains relationships with external consumer groups and organizations that use or may have the potential for using Hotline services.
Responds to requests for information and makes public appearances or designates personnel to attend public appearances related to the Hotline.
Publicly advocates for quality mental health services for families and young people.
Presents progress of and information concerning contact center to management and other departments.
KNOWLEDGE, SKILLS, AND ABILITIES:
Proficiency in and experience working with multiple telephony systems (i.e. Cisco, Genesys, Avaya) CRM and Quality Monitoring platforms; including creating and managing multiple queues and working with technical resources to customize platforms.
Proficiency in and experience managing contact center volume forecast models and staff scheduling in a multi skilled environment.
Proficiency in and experience managing call center activity in both on-premise and work-from-home environments. Experience implementing performance and efficiency monitoring tools for staff working in a virtual environment and implement performance and efficiency tracking metrics.
Knowledge of and experience in of crisis services, youth and family services, non-profit organizations and government agencies related to human services.
Ability to motivate staff and provide strong, dynamic leadership with vision for the future.
Knowledge of strategic planning, resource allocation, leadership technique, and coordination of people and resources in a non-profit organization.
Experience in sound decision-making and ability to evaluate operational impact and ethical standards.
Ability to prioritize and manage multiple responsibilities.
Ability to maintain a pleasant, friendly demeanor in times of stress.
Ability to communicate with individuals at all levels in the organization and with external contacts in an articulate, professional manner while maintaining necessary degree of confidentiality.
Ability to successfully lead a team of associates.
Ability to adapt responses to situations while maintaining procedural and regulatory integrity.
Ability to represent the contact center in contract negotiations, board meetings, fundraising events, and partnership meetings.
Bachelor's degree in Business, Social Sciences, Education, Social Work, or equivalent combination of education and experience required.
Minimum 7 years of experience including management in a call center or crisis center environment required.
Masters degree in human services field preferred.
Experience in Youth Care and/or Suicide Prevention preferred.
Licensed Mental Health Counselor (LMHP, MSW, MFT) preferred.
About Boys Town:
Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference.
Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. Unique perks to Boys Town employees and their families include free visits to Boys Town physicians and free prescriptions under the Boys Town Medical Plan, tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life.
This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003.