Inbound Contact Center Manager jobs in Clarksville, TN

MyAdvisor/VetAdvisor care coordination program provides expert care for those that serve others. From behavioral health to career development, MyAdvisor will triage individual needs to find the best resources for ongoing support.

With over 12 years of proven success, MyAdvisor provides support to those who are responsible for the safety and welfare of others. Three Wire delivers practice, preventative, and integrated care coordination to private and public sector employers. This care coordination, in turn, supports clinical tele-behavioral health, holistic wellness, navigational advocacy and family stability, and thus helps individuals thrive in their career and family life.

Job Summary: The Performance Center Manager (PCM) serves as their assigned installation's point of contact (POC) for all local program management matters. Is the ARD-TS contract's liaison for all installation community human performance, resilience, and outreach activities to include planning, coordinating, conducting, and evaluating the effectiveness of training events, content delivery, and capabilities briefings.

Essential Duties and Responsibilities:

• Leads, manages, and directs team assigned to their Performance Center (PC) and is the first level of administrative, logistic, operations, and personnel management in the ARD-TS contract’s organizational structure.
• PCMs ensure quality control of all Master Resilience Trainer – Performance Experts (MRT-PEs) to include training presentation rehearsals and content delivery feedback.
• Administer, manage, and lead critical local Performance Center activities including the Performance Connections process; annual Merit Salary Increase process; Individual Compensation Plan bonus process; the Service Excellence Rewards Program; Core Value Awards; social media recognition; new hire selection, training, and integration; professional development initiatives; and government travel for assigned Performance Center contract personnel.
• Build relationships and coordinate with local installation leadership to plan, prepare, execute, and evaluate resilience education, performance training, and local installation community outreach activities.
• Participates in local installation councils, unit operation and training meetings, community-based events to integrate capabilities provided by the Performance Center and serve as the primary local installation POC for Master Military Resilience Trainer (MRT) Level 1 training.
• Ensure quality control of all Master Resilience Trainer-Performance Experts (MRT-PE) to include Professional Certification, continuous evaluation, MRT progression to higher instructor levels (career and succession planning), training presentation rehearsals, curricula gaps and content concerns, and all related record and reporting requirements.
• In coordination with the local Government Technical Monitor, develops and implements an annual installation course delivery and training event schedule and submits it to their assigned regional manager for review, resource coordination, and approval by the COR-RA.
• Participates in Strategy and Growth activities to include developing solutions, proposals, staffing estimates, and/or new business opportunities to promote growth of existing and future work and gathering potentially useful business development intelligence.
• All other duties as assigned.

Education and Qualifications:

• Minimum is a Bachelor’s degree from an accredited institution.
• Master Resilience Training Course (Level 1) required, must be completed after start of employment.
  Ability to obtain NACI clearance.
• Prior military leadership experience; Company level leadership desired, either as an Officer or Non-Commissioned Officer.
• Candidate is expected to be able to represent the program to senior level leadership at the installation level to include General Officers, Garrison Commanders, senior Noncommissioned Officers, Senior Executive Service members and other senior government civilians.
• Must be able to operate general office equipment including but not limited to: computer, phones and related media and information devices on most or all workdays.
• Ability to communicate and interact with others, both in person and/or by telephone to conduct business.
• Ability to work under time pressure and rapidly for long periods to meet deadlines.
  Must be able to periodically travel in support of program administrative, logistic, and operations requirements.

Supervising Others: Yes

Travel: Up to 25%

Work Environment: Remote

Mission Responsibilities:

• Contributes to achievement of the Mission and Vision of our organization
• Adapting to Change-Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives
• Continuous Improvement-Acts to constantly improve the level of clinical and non-clinical outcomes and level of customer satisfaction in both individual and teamwork processes
• Client Centered Focus-Demonstrates concern for meeting or exceeding customer’s expectations/requirements in a manner that allows the client to guide rehabilitation process towards the achievement of their goal(s) and which provides satisfaction for the customer
• Teamwork-Accomplishes tasks through working effectively with others and appreciating the value, contributions, and commitment of every team member.

Physical Demands: works in office areas, sits, stands, bends, lifts and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers, and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodation. Reasonable accommodations will be provided in the Three Wire Systems San Diego office location only. The list of requirements, duties, and responsibilities is not exhaustive but is representative of the current job. The knowledge, skills and/or abilities listed are typically required to perform this job successfully. Reasonable accommodations may be made to enable functions. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change (for example: emergencies, changes in personnel, workload, or technical development).