Contact Center Operations Manager - RCL

Description

Job Title: Contact Center Operations Manager – Crisis Contact Center

Location: Onsite, Seattle

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: Ab