Call Center Coordinator

Job Description
211 is available 247 to meet health and human services needs, through information and referral, benefits navigation, disaster response, and other special projects that provide direct assistance. The Coordinator will coordinate 211 activities for specific projects and support 211 administration in project management, training, and quality assurance. Provides operational support for both staff and management, Responsibilities include staff coaching training, call monitoring quality assurance, 2-way text scheduling and monitoring, follow-up scheduling and monitoring, and supporting staff by handling calls and texts when necessary. 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 services. Support the quality and efficiency of service on 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 Community Information Navigator duties as needed.

Skills Required
HS Diploma or GED. 2+ years of customer service, administrative or call center experience. Leadership skills. Strong communication skills

Skills Preferred
Bilingual in Spanish. Mandarin, Vietnamese or Cantonese a plus. Familiarity with social services systems a plus.