Call Center Manager

IEM is searching for a dedicated and adaptable Full Time- Call Center Manager to lead daily operations within our disaster specific contact center, ensuring performance metrics are consistently met. This role plays a critical part in our Disaster Response framework, activating when communities are impacted and remaining operational until those needs are fully served. The ideal candidate is mission-driven, thrives in dynamic environments, and is ready to mobilize when disaster strikes for this project specific role. Primary Location:

• Live anywhere that meets personal office / at home work requirements in the United States including Puerto Rico.
• Work from a personal office / at home location.

Essential Functions

• Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
• Provide assistance and updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.
• Address inadequate quality issues with the senior staff in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
• Provide senior staff with updates on all issues regarding quality, training, policy, procedures and staff issues.
• Monitor contact center compliance program requirements.
• Monitor and evaluate performance, write performance appraisals and provide corrective actions as needed.
• Responsible for identifying and resolving issues, problems, and concerns with employees.
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
• Provide direction to staff when complaints are escalated to management level.

Minimum Requirements

• Degree: Bachelor's degree within the business administration, operations management, communications, HR Management, or other related field.
• Experience: Five (5) years of experience in a customer service or call center environment.
• Three (3) years of people management experience.
• Degree and Experience Substitution: Four (4) years of technical training or work experience considered in lieu of degree.
• Experience in an intake specialist role, to ensure a full understanding of tasks such as: communicating directly with applicants and determining their needs, processing applicants, conflict resolution, relaying information in a timely and professional manner, data entry, etc.

Preferred Experience

• Disaster housing, emergency management, or sheltering services.
• Managing high volume call queues.
• Communicating with a vulnerable or at-risk population in person or over the phone.

Additional Information

• Personal Office / At Home Locations: All personal office / at home work environments require the ability to maintain minimum Internet speeds of 25 Mbps upload and 3 Mbps download, as well as a ping rate of 100 ms or less during working hours, regardless of the type and number of devices using your Internet connection. You must also have account privileges and access to your Internet service provider account during working hours for the purposes of maintaining the Internet connection, if needed.

Benefits And More

• Annual salary is based on experience and location: $75,000 - $85,000
• 10 paid Holidays
• Vacation Pay
• Sick Pay
• 401 (K) plan with matching
• Company paid STD and LTD

Equal Employment Opportunity. All IEM employment decisions, including recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment, if necessary, are made without regard to an individual’s race, color, religion, creed, sex (including sexual orientation, gender identity, and gender expression), national origin, ancestry, age, physical or mental disability, medical condition, genetic information, pregnancy (including childbirth and related medical conditions), marital status, military or veteran status, citizenship or immigration status, or any other characteristic protected under applicable law. Reasonable Accommodation. IEM is committed to providing reasonable workplace accommodations for individuals with disabilities. If you require assistance or reasonable accommodation during any part of the application or employment process, please email IEMhumanresources@iem.com with specific details about the requested accommodation. All accommodation requests are reviewed case-by-case in compliance with applicable law.