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211 Operations Supervisor

Company: Inland Empire United Way
Location: Rancho Cucamonga
Posted on: November 18, 2021

Job Description:

Inland Southern California United Way's mission is to unite people, ideas, and resources to empower our community and
improve lives. We envision a caring community, an extraordinary place to live, learn, work, and grow. We work towards this
vision by focusing on the education, financial stability, heath, and housing of all people in the Inland Southern California
region. ISCUW's three values are equity, excellence, and empathy. ISCUW (Inland SoCal United Way) seeks talented,
driven, compassionate team members that thrive in a high-capacity culture.



Program Description

ISCUW 211+ San Bernardino & Riverside Counties provide timely, effective access to accurate and comprehensive
information and referral (I&R (Information & Referral)) for the residents of San Bernardino Riverside Counties and provides
public information support in times of disaster. Operating a free, easy-to-access information line and website 24 hours per
day, 7 days per week, and 211 is the County's leader in quality health and social service information management.

Position Overview

Under the purview of the 211+ Contact Center Manager, the 211+ Operations supervisor is responsible for assessing and
determining service quality of all call handling activities, texting, and database maintenance. The supervisor will work
collaboratively with his/her teams to provide high quality, person-centric service to the communities of San Bernardino and
Riverside Counties with a focus on staff development, quality assurance, attainment of operational goals and overall service-
level performance and monitoring by effectively planning, delegating, and improving work activities through monitoring of
real time and recorded calls. The 211+ Operations Supervisor will be expected to support the leadership of 211 by applying
company policies, motivating, and training personnel, encouraging, supporting, and implementing practicable employee
suggestions for work improvements, giving prompt and constructive feedback to departmental employees, and serving as a
role model. No contract is implied; this position is "at-will," and employment may be terminated at any time by the employee
or the employer.

Essential Functions:

Administrative: 15%
--- Plan; organize; meet deadlines; assimilate and analyze information/data to recommend plan of action
--- Work with 211+ contact center manager to identify, document and develop procedural and protocol manuals withthe objective of quality service of the overall 211 experience - callers, database, website, etc.

  • Review department procedures and protocols; recommend and implement changes as needed
  • Create and foster a work environment that supports and values a high degree of professionalism in alignment withthe company's core values
    • Identify and help implement workflows, processes, and training improvements
    • Willingness to perform enhanced duties during disaster
    • Manage requirements gathering, development, and implementation of new report requests.
    • Work with stakeholders including with HR, Payroll and Finance to ensure consistency of master data across HRsystems and processes
      • Experienced and dynamic corporate trainer with excellent communication, management, and team-building skills.Able to design and implement a variety of training programs for multiple purposes. Comfortable working in any
        industry with groups of all sizes.
        • Develop a schedule to assess training needs--- Instruct employee training and onboarding
          --- Maintain a database of all training materials
          • Assist in handling escalated calls
          • Assist, supervise and support Helpline program
          • Conduct Behavioral health training for the community
          • Participate in any reporting functions and/or programs assigned to call center


            Quality Assurance: 80%
            --- Monitor real time and recorded incoming/outgoing CRA (Community Resource Advisor), Specialist, CES(Coordinated Entry System), Intern and Volunteer calls to determine adherence to quality/AIRS/agency standards
            • Conduct audits of database to determine adherence to quality AIRS/agency standards.
            • Participate in design of call monitoring, database audit formats and quality standards
            • Gather and audit all information for monthly quality assurance sessions
            • Use quality monitoring data to compile and track performance of team and individual level
            • Participate in customer and client listening exercises to identify caller needs and expectations
            • Coordinate and facilitate calibration sessions
            • Provide coaching and maintain accountability to ensure quality customer service
            • Conduct follow-up surveys with callers to gain insight into CRA performance, agency performance and servicegaps
              • Identify and recommend training for individuals of overall staff to leadership team
              • Initiate and monitor preventive actions and continuous improvement projects in conjunction with the OperationsManager
                • Perform follow-up coaching as needed to achieve high performance in all staff members
                • Collaborate on training sessions and evaluations--- Able to analyze problems and strategize for better solutions
                  --- Consult with other trainers, managers, and leadership
                  • Overseas quality of contracts assigned
                  • Scheduling of 211 Contact Center Staff
                  • Supervise interns and volunteers following the American Association of Suicidology contracted with 211Other Duties: 5%
                    --- Meet, greet, and tour visitors as a part of support-building and donor relations
                    • General clerical duties: letter writing, faxing, copying, message handling, weekly reports, purchase orders, officeinventory, filing, data input and maintenance of marketing materials
                      • Assist in major projects
                      • Other duties as assigned

                        Requirements & Qualifications

                        • Minimum of 2-3 years' experience in customer service, quality assurance and/or performance management or similar,preferably at an in-bound call center. Non-profit experience helpful but not required
                          • 1 year of Social Service experience helpful but not required
                          • Strong knowledge of customer care processes and techniques
                          • Dedication to providing exceptional customer service
                          • Bilingual in English and Spanish
                          • Ability to multi-task; strong organization/planning skills and attention to detail are critical
                          • Strong coaching, mentoring and teamwork development skills are vital
                          • Excellent written and oral communication skills required; must be comfortable making public presentations
                          • Strong computer skills with expertise in Windows and Microsoft Office
                          • Strong technical knowledge with databases, ACD/PBX operations
                          • Must be able to work with diverse groups, including staff, board members, volunteers, and external stakeholders
                          • Must have reliable transportation, a valid California driver's license, proof of minimum required California vehicleliability insurance, and a good driving record
                            • Must be willing and able to become AIRS/CIRS certified
                            • Must be able and willing to work flexible hours including nights and weekends and some holidays. In the event of adisaster, you may be required to work 12-hour shifts, 7 days per week
                              • Must be willing to become AIRS (Alliance of Information and Referral Systems), AAS (American Association ofSuicidology) and Asist Certified

                                Physical Requirements

                                The physical demands described here are representative of those that must be met by an employee to successfully perform the
                                essential functions of this job. Reasonable accommodation may be made to enable an individual with disabilities to perform
                                essential functions.

                                While performing the duties of this job, the employee will be required to operate a variety of equipment such as a computer,
                                telephone, headset, copy machine, and fax machine. Sedentary work requires sitting for extended periods of time but may

                                require the ability to walk, stand, stoop and squat for various periods. Visual acuity and manual dexterity required for typing
                                and computer use. Must be able to lift/move objects up to 25 lbs.

                                Wage and Benefits

                                Wages $24.00 an Hour, Full-time, non-exempt. Benefits include vision, dental, medical, life, AD&D (Accidental Death and
                                Dismemberment) and long-term disability insurance, 11 paid holidays, accrued vacation and sick leave.

                                If interested, send resume and cover letter to Belen Castro, 211+ Contact Center Manager, at bcastro@iscuw.org No
                                calls or agencies please.

                                "Inland Southern California United Way is an equal opportunity employer. All offers of employment
                                are contingent upon satisfactory background screen and drug test results."

                                THIS COMPANY PARTICIPATES IN E-VERIFY

Keywords: Inland Empire United Way, Rancho Cucamonga , 211 Operations Supervisor, Accounting, Auditing , Rancho Cucamonga, California

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