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By joining the American Red Cross  you will touch millions of lives every year and experience the greatness of the human spirit at its best.  Are you ready to be part of  the world's largest humanitarian network?

Join us—Where your Career is a Force for Good!

Job Description:

WHY CHOOSE US?

Joining the American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

We are seeking a Manager, Emergency Communication Center for New York, NY to support the Greater New York Region.

WHAT YOU NEED TO KNOW (Job Overview):

The Manager, Emergency Communications Center (ECC), supervises the Emergency Communication Center (ECC) employees and volunteer staff, who support field response.  Ensures an appropriate response to regional customers/clients seeking Red Cross programs and services.

Plans, develops, recommends and implements communications strategies that support Chapter and National key initiatives and objectives.  Responsible for raising the local visibility of the Red Cross to help the community understand how to access local Red Cross services and support its mission.

Works to perform these functions according to the program direction provided by the Response function at headquarters. Team leadership, supervision, and personnel development is provided by the Regional Disaster Functions/Support Director or the Regional Disaster and Program Officer. The Manager, Emergency Communications Center, supervises 5 full-time, and 7 part-time staff.  Core hours are M-F, first shift, but also fills in for other shifts (evening, overnights, weekends) as needed.

WHERE YOUR CAREER IS A FORCE FOR GOOD (Key Responsibilities):   

• Establish call center goals and monitor reporting systems that identify departmental progress towards daily/weekly/monthly goals and take corrective actions. 

• Manage all supervisory functions for team, including interviewing/hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team and to enhance operational success.

• Manage staff communications across multiple channels. Establish performance standards and individual goals for supervisors and staff, providing coaching and feedback.

• Establish tools that motivate the team to achieve goals.

• Design and manage staffing plans to ensure optimal levels that meet the contact center’s support service objectives. Forecast staffing needs and execute management-developed strategies to achieve performance goals.

• Collaborate with teams to enhance quality processes and customer service standards to meet operational optimization goals. Implement and monitor compliance to the standard operational procedures for the contact center.

• Maintain equipment and notify appropriate stakeholders of issues in a timely manner.

WHAT YOU NEED TO SUCCEED (Minimum Qualifications):

• Education: Bachelor's degree required.

• Experience: Minimum 5 years of related experience or equivalent combination of education and related experience required.

• Management Experience: 3 years of supervisory or management experience.

• Skills & Abilities: Ability to work on a team. Strong organizational, analytical and problem-solving skills, the ability to work independently and under pressure is required.  Ability to develop and lead a high-functioning team as well as have excellent interpersonal skills in dealing with all levels of staff. Demonstrated ability to manage remotely and motivate teams to achieve results. Effective verbal and written communication skills are required.  Intermediate level computer skills with applications such as Salesforce and Microsoft Office in a Windows environment are required. Ability to work in a fast-paced contact center e