Customer Information Center Manager manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Oversees the configuration of the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Manager monitors the productivity of customer service representatives. Ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Additionally, Customer Information Center Manager reviews call volume reports to coordinate and complete capacity planning within the contact center and identify potential problems. Evaluates historical and recent performance and statistics to identify trends. May act as a resource for more complex questions. Requires a bachelor's degree. Typically reports to a director. The Customer Information Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Information Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Starting Salary $40,165. commensurate with experience and education.
JOB SUMMARY:
Family Connections Center Inc’s The Circle Youth and Young Adult Drop-In and Transitional Housing Center programs and services stabilize at risk of and literal homeless youth and young adults’ lives, meeting their immediate needs and providing a safe, supportive environment and a path to self-sufficiency.
The Case Manager is tasked with serving as an experienced resource by providing coaching/training, technical guidance, crisis support and problem solving in addition to administrative duties to include reporting and maintaining program statistics.
This position also serves as the primary contact in the absence of the Center Director. The Case Manager maintains a caseload and works with homeless youth and young adults in developing a strong case/care plan in partnerships with youth and young adults, consisting of goals, objectives, and tasks that will help them reach their maximum capacity and conducts outreach efforts with social service agencies working with homeless youth and young adults.
The Case Manager must work collaboratively with all staff and will:
QUALIFICATIONS:
WORK SCHEDULE:
This position is Sunday through Thursday 11p-8a, and scheduling may include day, evening and weekend hours as coverage for holiday shifts annually. At the Circle, we believe youth and young adults should have access to services, and supports 365 days per year, and are open each day of the year. Schedules require some flexibility to attend meetings and to cover shifts as needed.
JOB DUTIES:
The job duties of this position are performed personally, in cooperation with your supervisor, and/or in coordination with other staff. Additional duties may be assigned based on client needs.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Case Manager must operate in accordance with The Circle Youth and Young Adult Drop-In and Transitional Housing policies and any applicable laws/regulations.
EDUCATION and/or EXPERIENCE:
LANGUAGE SKILLS:
Must have effective professional written and verbal communication skills.
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as addition, subtraction, division and percentages.
REASONING ABILITY:
Must be able to react swiftly and effectively to crisis situations. Must possess good conflict resolution skills. Must be sensitive to the dynamics associated with homelessness, trauma, victimization, and marginalization. Logic and ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
CERTIFICATES, LICENSES, REGISTRATIONS:
South Dakota Class 1 Driver's License in good standing is required.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Normal walking requirements include the ability to move in and around personal workspace and to and from other areas including walking up and down stairs several times a day. Street outreach operations will take the employee into the elements where they may need to navigate incline and decline surfaces, unstable footing, traversing wooded areas or drainage tunnel systems. The employee must occasionally lift and/or move up to 50 pounds, e.g. office equipment, file boxes, donations, etc.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Position requires weekend and evening hours. The employee may be in contact with individuals in crisis who may be ill, using alcohol and drugs, and who may not be attentive to basic personal hygiene, health and safety practices. The noise level in the work environment is usually moderate in an office setting and may be loud at times during activities.
Employees in this position may be subject to long hours on their feet and may face environments that may frequently include physical conditions such as inclement weather or temperature extremes while assisting youth and young adults and may include interpersonal contact from non-employees that at times, could be considered less than appropriate language or innuendo.
Engagement and Outreach:
Works collaboratively with other staff, clients and Rapid City area service providers to identify youth and young adults (16 – 24 years old) in need of assistance accessing services and housing.
Assists in conducting yearly Point In Time survey.
Be part of local and national Coalitions, and Volunteer Memberships that directly impact youth and young adult homelessness.
Accompanies clients in navigating support paths and provide a warm hand off as needed with service provider and client follow-up.
Actively engage known youth and young adults to build rapport and provide basic needs supplies. Seek out and build trusting and healthy relationships with youth and young adults who are not yet accessing services at The Circle.
Seek out disengaged youth and young adults in order to introduce them to resources and The Circle.
Utilize a trauma informed approach to all interactions with youth and young adults, maintaining client confidentiality and respecting that while working at The Circle, staff are guests in the youth and young adults’ space.
Navigation and Referrals:
Works to connect clients to ongoing case management support within The Circle.
Continually provides support and accompaniment to youth and young adults as they navigate The Circle programs, as well as other service providers, as needed.
Will independently familiarize self and client with resources in the community so as to provide appropriate and timely referrals.
Collaborates with homeless service providers in the community and The Circle programs to provide coordination, communication and continuity of services.
Accepts referrals from other agencies and works collaboratively with staff from other Rapid City area agencies to contact youth and young adults and help navigate services.
Documentation:
Accurately document all contacts, referrals, and services, including assessments for CES and HMIS, as required by HUD or the organization.
Collect and maintain accurate data on an ongoing basis.
Maintain clear and effective communication with other staff regarding clients.
Work to ensure client confidentiality and safety.
Complete thorough assessments in a manner that begins to establish comfort and trusting relationships.
PROFESSIONAL PERFORMANCE:
COMPENSATION & BENEFITS:
120 hours PTO after training. · Fantastic work culture with room for growth through internal training and mentoring.
COMPANY OVERVIEW:
The Family Connections Center Inc, a non-profit organization in Rapid City, South Dakota, began its mission to provide support to youth ages 16 through 24, at risk of, or experiencing homelessness in 2019. Our goal is to meet youth where they are and to provide them with the assistance and support they need to become self-sufficient or obtain the necessary services they need to exit homeless risk factors or literal homelessness.
OUR MISSION:
Our mission is to strengthen and empower all youth, however they identify, to overcome obstacles by providing housing, supportive counseling, community education, and advocacy.
Family Connections Center Inc is an equal opportunity employer and seeks a diverse pool of applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. The Family Connections Center Inc is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
Visit our website at https://familyconnectionscenters.com
Job Type: Full-time
Pay: $40,165.00 per year
Schedule:
Ability to Relocate:
Work Location: In person
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