Manager of Hotline Services
Where
- Austin, TX
What you'll be doing
- Provides leadership to hotline, and role models agency standards of conduct and workplace success factors. Responsible for supervising and coaching a team of hotline. Advocates to provide quality service to 24/7 operations. Responsible for team scheduling and communicating coverage issues with management. Oversees the accuracy of all employee administrative changes, status records, timesheets, terminations, transfers etc. Holds regular supervisory meetings and conducts at least one formal job performance evaluation per year with each hotline advocate on the team. Participates in weekly and as requested manager meetings. Provides initial orientation and on-going training for hotline advocates. Prepares and maintain documents and reports as requested by assistant directors or chief program officer. Compiles, analyzes, designs computer generated statistical reports and telephone data reports that show calls answered, abandonment rates and statistical averages and submits to hotline program team. Responds to incoming calls during peak call periods. Provides hotline advocates with onsite assistance for difficult calls, makes recommendation to assistant directors and chief program officer regarding wellness concerns. Handles unresolved problems between service providers. Develops and presents training materials. Participates in employee performance improvement meetings. Coordinates with the management team on program needs and goals. Performs any other job-related duties requested by his or her supervisor or management.
What your background should be
- Two years of experience in direct services to victims of domestic violence or similar human services program or one year of call center experience. Three years of supervisory experience. Fluency in conversational Spanish is required for 1/3 of hotline/advocate supervisor positions. Ability to manage time and complete multiple activities. Demonstrated ability to manage high stress situations. Ability and willingness to work as a team member, providing support and constructive feedback in interpersonal interaction. Commitment to feminist and nonviolent perspective and behavior and willingness to work in such an environment.
Required Schooling / Training
- Bachelor degree in human services, social work or other closely related field, or a combination of education and experience.
Who is the client company
- Concern about family violence prevention services.
- If you are interested in this position, send your resume to apply@kochdavis.com
