Call Center Manager

At Goodwill Industries® Sacramento Valley & Northern Nevada, Inc. (Goodwill) you’ll hear us say “because of Goodwill” a lot. Often it means, “because of Goodwill I got a hand up” or “because of Goodwill I have a chance.” Our organization is built on a rich history of finding the hidden value and possibility in people and donated goods alike since 1933. Today, we continue to innovate the social enterprise of our founders and lead with our mission to utilize Goodwill resources to help people with disadvantages achieve self-sufficiency in everything we do. This mission is expressed through our retail stores and collection sites which create an accessible shopping experience for all, an environmentally conscious alternative to the landfill, and an employment platform for 2,700 people annually. We go beyond creating jobs alone and provide essential resources to our Family of Nonprofits and regional community partners serving over 350,000 people with disabilities, people experiencing homelessness, veterans, seniors, opportunity youth and children in need every year. That’s over 900,000 life-changing services including job training, emergency shelter for families, resource and referral information, meals, youth advocacy, and mental health counseling. Over 95% of total revenues are dedicated giving back to the communities we serve. 

Call Center Manager

At Goodwill Industries® Sacramento Valley & Northern Nevada, Inc. (Goodwill) you’ll hear us say “because of Goodwill” a lot. Often it means, “because of Goodwill I got a hand up” or “because of Goodwill I have a chance.” Our organization is built on a rich history of finding the hidden value and possibility in people and donated goods alike since 1933. Today, we continue to innovate the social enterprise of our founders and lead with our mission to utilize Goodwill resources to help people with disadvantages achieve self-sufficiency in everything we do. This mission is expressed through our retail stores and collection sites which create an accessible shopping experience for all, an environmentally conscious alternative to the landfill, and an employment platform for 2,700 people annually. We go beyond creating jobs alone and provide essential resources to our Family of Nonprofits and regional community partners serving over 350,000 people with disabilities, people experiencing homelessness, veterans, seniors, opportunity youth and children in need every year. That’s over 900,000 life-changing services including job training, emergency shelter for families, resource and referral information, meals, youth advocacy, and mental health counseling. Over 95% of total revenues are dedicated giving back to the communities we serve. 

Under the supervision of the Director of Community Relations and Program Development the Call Center Manager is responsible for enabling Information and Referral Specialists to deliver consistent quality service to people with health, human and social service needs.  Services are provided via telephone, in person, e-mail or other forms of communication. The Call Center Manager will continuously guide and instruct staff to ensure the achievement of established individual and agency performance standards.

Responsibilities:

• Provide assessment assistance and appropriate referrals to organizations offering services that meet callers’ needs.
• Effective delivery of information, assistance and referral services to the community.
• Manage day-to-day operations of the 2-1-1 call center, including staff scheduling and monitoring of call volume and services.
• Maintain high level understanding of health and human services network in order to help staff effectively navigate callers.
• Utilize analysis of call center information to ensure ongoing delivery of high quality information and referral operations and conformity to contractual requirements and Agency policies/industry standards; making adjustments to staffing or procedures as necessary
• Recruit, train, and supervise 2-1-1 professional and volunteer Information and Referral Specialists with a focus on active listening skills, conversational intent, and high level empathy.
• Implement business continuity plan for call center in event of disaster, including agreement/s for call backup, call overflow, protocols, and technology infrastructure.
• Develop and implement processes and systems that ensure smooth, efficient cost-effective services and high caller satisfaction while ensuring compliance with operational instructions and state and federal regulations.
• Resolve and advise staff on issues arising from callers and community stakeholders in a timely manner and/or assist and counsel staff regarding their handling of difficult or unusual calls and requests.
• Provide professional development via coaching sessions with staff that target opportunities for performance improvement and build morale.
• Provide on-going staff training and supervision to support active listening skills, conversational intent, and a high level of empathy.
• Assist in project design and implementation, including staff training and support for new project work and assessing needs and accessing information and referral sources.
• Carry out activities associated with service back-up plan, communication with Sacramento County agencies and non-profit organizations, and dissemination of disaster preparedness information to vulnerable populations.
• Support service delivery in instances of both local, and regional disaster/emergency services activation.
• Other duties as assigned.

• Bachelor’s degree in Social Work, Human Development, Sociology, Psychology or related field from accredited university or college, or equivalent call center work experience in a leadership/management capacity.
• Organizational skills and the ability to handle multiple activities with changing priorities.
• Ability to communicate effectively both orally and in writing.
• Ability to apply sound management principles; supervise, train and evaluate up to 15 employees.
• Ability to work effectively with people of diverse cultures, ages, and economic backgrounds.
• Availability at short notice to alter work schedules for an undetermined period of time in the event of an unforeseen emergency or disaster.
• Experience in information and referral programs, call center management and customer service is preferred.
• Working knowledge of human services and their manner of delivery.
• To perform this job successfully, an individual should have working knowledge of call center management systems and information and referral software systems, including web-based systems.
• Experience using Microsoft Office products, such as Word, Excel, Outlook and Power Point.
• Able to achieve Alliance of Information and Referral Systems (AIRS) information and referral services certification in appropriate time span.
• Must have a valid Class C California Driver's License and access to a personal vehicle for use during working hours.

Position Information:

• Job Type: Full-Time
• Compensation: Depending upon experience
• Required work schedule:
  • Monday - Friday 8:00am-5:00pm
  • On-Call as needed
• Work is primarily performed in an office environment.
• High adaptability required. 
• Work environment is usually hectic (fast-paced) with frequent short deadlines and regular instances of critical or unusual situations.

Offers of employment may be contingent on satisfactory results of a criminal history background check and drug test.

This organization participates in E-Verify. E-Verify is a service that verifies authorization to work in the U.S. through the U.S. Department of Homeland Security (DHS) and the U.S. Department of Social Security (SSA). 

Community Link is an Equal Opportunity Employer and is committed to fostering diversity within its staff. Applications are encouraged from all persons regardless of their race, color, ancestry, religious creed, national origin, sex, sexual orientation, gender identity, gender expression, medical/physical/mental condition, pregnancy/childbirth and related medical condition, age, marital status, veteran status or history of incarceration.