Senior Manager, Relationship Services (RS)

Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.


The Senior Manager, Relationship Services (RS) exists to provide oversight and facilitation/direction for staff activities related to ensuring accurate, timely, and cost-effective service to constituents contacting Focus on the Family through voice, web/chat, e-mail, social media, and mobile.

Essential Duties/Responsibilities:
• Works with Executive Director in preparing staffing model; recommends needed changes for multi-channel constituent service within the Relationship Services Department
• Provides support and engagement with Marketing, Information Technology and other support departments as needed
• Handles difficult constituent contacts when requested
• Resolves day to day work area and people problems, as appropriate to area of oversight
• Participates in the definition and measures of all department service standards
• Recommends and creates work group reports (cost, quality, and schedules) as needed
• Owns workforce management, establishes work group schedules and priorities to ensure proper staffing of day-to-day activities to meet Department Service Levels
• Completes Coach well reviews for assigned employees, in timely manner
• Utilizes knowledge of all department software, hardware, technology, and systems required to support the services provided by the RS division within the Contact Center
• Assists in contributing to long term strategic planning for departmental and cross-departmental goals
• Foresees valuable possibilities for department and inter-departmental improvements, aggressively suggesting changes and improvements
• Assists with interviewing responsibilities for new department staff
• Assists with training new and current staff, along with offering input into the Training and Quality programs for the Family Help Center
• Participates in the definition and measurement of department response standards
• Maintains an ongoing relationship with Office of the President and other groups as needed to ensure consistent information, content, and quality of response
• Participates in Departmental and Interdepartmental projects to meet ministry objectives and plans
• Utilizes a thorough understanding of FOF policies and procedures, as well as specific policies and procedures of the department
• Manages response work functions, which requires high level thinking, discernment and decision making related to the complexity and sophistication of constituent contacts
• Ensures that employees have necessary materials and resources to be equipped for job success
• Resolves day-to-day work area and “people” problems, engaging Human Resources Representative appropriately
• Interacts with other teams, work groups, and departments to solve mutual problems, and to better understand ministry objectives and plans
• Encourages quality, cost, and safety awareness among staff
• Provides individual and team management support in resolving day-to-day work group and “people” problems, and interfaces with other work groups to solve mutual problems
• Provides input into the budgeting process
• Meets regularly with Executive Director for assignments and communication
• Handles difficult constituent contacts when requested by team employees
• Participates in management development training programs
• Ensures and maintains work group safety measures and awareness, periodically reviewing safety status within work areas and interfacing with Health and Wellness, Safety and Risk Management offices; assists in preparation of accident and worker’s compensation claims
Managerial Breadth/Scope of Job:
• Manages a staff of up to10-30 employees
Working Environment/Physical Requirements:
• Fast paced, high volume e-mail, phone, and letter response operations, including rapidly increasing volume of social media contacts and web traffic
• Office/Production environment
• Stress associated with constantly changing priorities and demands
• May work in own home office to assist at home representatives
• System requirements for home system
JOB QUALIFICATIONS/REQUIREMENTS
Character/Spiritual:
Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...”

Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spir