The Call Center Coordinator will coordinate 211 activities for specific projects and support 211 administration in project management, training, and quality assurance. 211 is available 24/7 to meet health and human service needs, through information and referral, benefits navigation, disaster response, and other special projects that provide direct assistance.
Full Time Hours + Weekend Availability
$18.00-$18.50/hour
Responsibilities:
• Provides operational support for both staff and management.
• Conduct call monitoring to ensure staff adhere to quality assurance standards, while reporting quality assurance concerns to management.
• Review monitored calls with staff, providing the necessary training and coaching for adherence to quality assurance standards.
• Support management in providing training sessions and staff meetings as needed.
• Assist Call Specialists with challenging calls and technical issues, serving as a go-to resource for team members.
• Troubleshoot and report technical or programmatic issues as needed.
• Support department in tracking and improving the quality of services.
• Support the quality and efficiency of service in the Call Center.
• Monitor provider service levels on an ongoing basis and alert management of potential issues.
• Provide training on 211 projects, services, internal procedures, and reporting requirements.
• During active disaster responses, provide critical support to contact center staff and management in monitoring and using disaster response tools, providing training and one on one support to staff.
• Backup for call/contact specialist duties as needed.
Requirements:
• HS Diploma or GED
• Bilingual in Spanish
• 2+ years of customer service, administrative or call center experience
• Strong communication skills
• Experience in the healthcare, social services or mental health industry a plus!