About SEIU 775

SEIU 775 is the long-term care workers union, representing more than 45,000 home care and nursing home workers across Washington State and Montana. SEIU 775 is a union committed to improving the lives of caregivers and their families and to leading the way towards creating a more just and equitable society

Position Summary

We are seeking a Call Center Deputy Director to be part of Member Resource Center management team with strong operational experience in leadership, update systems, training, and processes improvement while able to keep pace motivating others to meet strategic goals. In this role you will lead a diverse team that is supporting key initiatives for SEIU 775. You should have experience leading both people and processes in a large call center while exceeding customer service metrics and driving process improvements.

If you’re the right person, you will have a passion for customer service, you live to develop others, you hit goals and you make positive contributions to the team while watching someone grow professionally under your leadership.

Essential Job Functions:

• Directly supervises employees and shares management of a team of specialized MRC representatives.
• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Carries out supervisory responsibilities and provides strategic alignment on the overall vision, mission, and goals of the organization.
• Manages staff while following organizational policies and applicable laws.
• Analyze call-center statistics (customer service metrics etc.)
• Uses available reporting and technology to collect and analyze call center statistics – forecasting, scheduling, customer service metrics, and coordinating daily operations.
• Primary liaison for day-to-day issues within MRC as it applies to the Training Partnership Trust and Union.
• Responsible for developing staff to meet organizational goals.
• Regular coordination meetings to report performance, discuss and update procedures, and receive new work or procedures for implementation with partner organizations.
• Hire, coach, and provide training to personnel to maintain high customer service standards.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Monitor and improve telephone handling and other procedures
• Other duties as assigned

Skills & Abilities:

• Proven experience as call center manager or similar position
• Knowledge and experience in call center management principles and techniques
• Excellent organizational, analytical and leadership skills with a problem-solving ability and experience
• Positive and patient
• Knowledge of performance evaluation and customer service metric
• Proficient in MS Office and call center equipment/software programs
• Strong customer service skills and standards
• Strong written and verbal communication abilities
• Proven track record managing people and teams
• Outstanding communication and interpersonal skills
• Well organized and flexible with a high degree of accountability, who can plan, prioritize, and organize in a fast-paced, rapidly changing environment.
• Can understand workforce management and principles.

Minimum Qualifications:

• At least 7 years supervisory experience in either Call Center Management and/or Customer Service management
• Bachelor’s degree in business or equivalent.
• Certified Call Center Manager (e.g., CCCM) or equivalent qualification is a plus
• Language skills - Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Reasoning Ability – Ability to define problems, solve practical problems and deal with a variety of situations where limited standardizations exist.
• Computer Skills - To perform this job successfully, an individual should know about current Call Center Management systems; internet software; Microsoft Excel Spreadsheet software, and Microsoft Word Processing software. SEIU 775 uses Salesforce; working knowledge of Salesforce will be a big plus.

Compensation:

This position is Full Time, Salaried. Pay ranges from $99,994 – 119,720 per year. Benefits include vacation, holiday and sick leave benefits, fully paid health, dental, vision, and life insurance, defined benefit pension plan, and optional 401(k), WFH credit during pandemic, and more.

Women, people of color, and members of the LGBTQIA+ community are strongly encouraged to apply.

AAP/EEO Statement

SEIU 775 is an affirmative action employer and encourages applications from all qualified candidates without regard for race, color, religion, sex, national origin, age, creed, gender, citizenship status, disability, veteran status, marital status, sexual orientation, gender identity, gender expression, genetics, the presence of sensory, mental, or physical disability, or any other discrimination prohibited by law. SEIU 775 works to ensure fair treatment of applicants and employees and actively enforces policies against discrimination and sexual harassment.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, creed, gender, citizenship status, disability, veteran status, marital status, sexual orientation, gender identity, gender expression, genetics, the presence of sensory, mental, or physical disability, or any other discrimination prohibited by law. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.