SUPERVISOR: Constituent Experience, Call Center Director

DATE EFFECTIVE: September 21, 2020

DATE REVISED: September 21, 2020

LOCATION: Remote

TRAVEL: Moderate

JOB CLASSIFICATION: Non-Union

JOB LEVEL: 4

POSTION SUMMARY

The NAACP is seeking a Constituent Experience, Call Center Manager to optimize operational efficiency by overseeing the daily workflow of the Department. In collaboration with the Director, the Manager supports the mission and vision of the Association by leading the Call Center Team to enhance service quality, improve constituent response times and complement member satisfaction by offering outstanding service, support, and resolution to constituents and members. The Manager will implement procedures to lead a growing Call Center Team to cultivate and grow membership in the Association. Travel for this position is moderate and varies according to work assignments.

RESPONSIBLILITIES/DUTIES

• Provide leadership, coaching and assistance to call center staff to increase Departmental effectiveness;
• Manage data integrity through oversight, review, and training of accurate and timely data entry services of each Call Center Specialist;
• Ensure confidentiality and security of sensitive data and reports including constituent, member and financial data;
• Research, recommend and implement new procedures, policies, and services which enhance the experience of constituents;
• Achieve Call Center objectives and key performance indicators and metrics by training, coaching and aligning Call Center Team goals with organizational goals and mission;
• Ensure Department resources are properly allocated to maximize efficiency and satisfaction for constituents and members;
• Maintain and improve Call Center operations by monitoring system performance, identifying problems and implementing action plans to improve constituent and member satisfaction;
• Develop innovative approaches to increase the value of the Call Center and overall experience;
• Motivate and educate Call Center staff to create best in class Call Center practices and operations while consistently achieving service level thresholds;
• Collaborate with Departments across the Association to revise the protocols and Frequently Asked Questions for each Departmental Specialist within the Call Center;
• Attend and conduct trainings, events and meetings as needed, to accomplish goals and objectives; and
• Perform any other related duties as may be assigned by the Constituent Experience, Call Center Director or other designee.

QUALIFICATIONS

Education/Professional Experience

• Bachelor’s Degree in Marketing, Business or Communications preferred and/or commensurate work experience;
• 3+ years’ experience in telemarketing or inbound/outbound call center environment;
• Effective communication, management, interpersonal and leadership skills required;
• Demonstrated experience providing exceptional customer service, solving problems and utilizing process evaluation skills; and
• Proficiency in MS Office Suite (Word, Excel and Power Point) and familiarity with Salesforce database or CRMs.