Hybrid Contact Center Operations Manager - RCL bei Crisis Connections

Description

Job Title: Contact Center Operations Manager – Crisis Contact Center

Location: Seattle; Hybrid

Job Type: Full-time; Exempt

Compensation: $99,000-108,000 per year

Reports To: Director of Contact Center Operations

Union Representation: Non-union role

Schedule: Monday - Friday; 9 am - 5 pm (variable)

POSITION SUMMARY:

We are seeking an experienced and dynamic Contact Center Operations Manager to lead and oversee the daily operations of our Crisis Contact Center. The ideal candidate will play a crucial role in managing a high-performing, compassionate team that works alongside clinical counterparts to provide immediate support to individuals in crisis. This is a leadership position requiring expertise in contact center operations, a strong understanding of crisis intervention processes, and a deep commitment to providing empathetic care in high-pressure situations.

JOB DUTIES AND RESPONSIBILITIES

Lead Contact Center Operations:

• Manage day-to-day operations of the Crisis Contact Center, ensuring efficient workflow, response times, and service quality.
• Oversee scheduling, staffing, and resource allocation to maintain 24/7 coverage and meet performance targets.
• Collaborate with clinical teams (e.g., Clinical Managers, Clinical Director) to ensure integrated crisis response and seamless service delivery.
• Staff Management & Development:
• Recruit, train, and supervise a team of Operations Supervisors and phone workers.
• Provide regular performance coaching, feedback, and professional development opportunities to ensure high standards of service.
• Develop and implement coaching and development best practices for frontline Supervisors.
• Foster a positive, supportive, and collaborative work environment for team members.
• Crisis Response and Escalation Management:
• Ensure effective management of crisis calls.
• Continuously monitor call volume, response times, and interaction outcomes to identify areas for improvement in crisis intervention.
• Process Improvement and Quality Assurance:
• Develop and implement best practices, policies, and procedures to improve operational efficiency and service quality.
• Oversee quality assurance programs to ensure calls and interactions meet clinical, operational, and regulatory standards.
• Use data analytics and feedback to assess performance and implement corrective actions when necessary.
• Collaboration and Cross-Functional Support:
• Act as the primary liaison between the contact center and clinical teams, ensuring alignment on processes and communication.
• Participate in multidisciplinary team meetings to review contact outcomes, and improve service delivery.
• Reporting & Compliance:
• Maintain accurate records of call volumes, outcomes, and performance metrics.
• Prepare regular reports on contact center performance, crisis intervention outcomes, and service trends for senior leadership.
• Ensure compliance with regulatory requirements, confidentiality standards, and organizational policies related to crisis intervention.
• Crisis and Emergency Preparedness:
• Assist in the development and implementation of emergency response protocols for heightened or specialized crisis situations.
• Stay updated on crisis intervention best practices and trends in mental health support.

KEY SKILLS AND QUALIFICATIONS

• Education:
• Bachelor's degree in Business Administration, Healthcare Administration, Psychology, Social Work, or a related field preferred.
• Experience:
• Minimum of 5 years of experience in contact center operations, with at least 2 years in a leadership role.
• Experience in a healthcare or crisis services environment preferred, or a related field.
• Familiarity with contact center principles, leadership best practices and KPI management.
• Skills:
• Strong leadership and team management skills, with a proven ability to motivate and lead in high-stress environments.
• Excellent communication and interpersonal skills, with the ability to work effectively with clinical professionals, external stakeholders, and diverse populations.
• Ability to analyze performance metrics, identify trends, and implement improvements.
• Knowledge of industry regulations, including HIPAA, and compliance standards related to crisis intervention.
• Proficient in using contact center software, customer relationship management (CRM) tools, and data analytics platforms.

Core Competencies:

• Crisis Management: Ability to remain calm and composed during high-stress situations, providing clear guidance and support.
• Collaboration: Skilled in fostering cross-functional teamwork and integrating clinical and operational workflows.
• Problem Solving: Strong critical thinking and problem-solving abilities, especially in fast-paced, evolving environments.
• Empathy & Compassion: Demonstrates empathy and understanding for individuals experiencing crises, ensuring a supportive and non-judgmental approach.
• Operational Excellence: Strong attention to detail, organizational skills, and a focus on efficiency in service delivery.

Why Join Us:

• Impact: Make a direct impact on individuals in crisis and the overall well-being of the community.
• Growth: Opportunity for professional development and career growth in a rapidly expanding field.
• Team-Oriented Environment: Work alongside a passionate, supportive team that values collaboration and continuous learning.
• Competitive Compensation: Competitive salary with benefits, including healthcare, retirement plans, and more.

Requirements

Requirements

• Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates. This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.

Technology Requirement:

• Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.

For Remote / Hybrid positions

• High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.
• A quiet and confidential designated working area.

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.

This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.

Thriving employees means a thriving mission: We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

• Excellent medical, dental, and vision coverage
• Annual wage increases
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor
• Voluntary Benefits
• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan

Offers of Employment: All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

DISCLAIMER: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.