Call Center Manager

Overview: Healthy Mothers, Healthy Babies Coalition of Georgia (HMHBGA) seeks a qualified applicant for the full-time position of Call Center Manager.  We are looking for a dynamic professional to join our team and support our mission-driven activities.  The Call Center Manager is responsible for ensuring the effective operation of the HMHBGA Call Center including employee supervision, quality of call handling, scheduling, training, and database quality assurance. For a full overview of the Call Center lines of business, please visit: hmhbga.org/call-center/

Essential Duties and Responsibilities:

• Responsible for overall coordination of the call center daily activities for the Maternal & Child Health Information and Referral Center Maternal Mental Health, and Prevent Child Abuse Georgia 1-800Children line to ensure all programmatic and contract deliverables are met.
• Supervise and support a team of Information and Referral Specialists and Resource Specialist(s), Team Lead, Database Manager & interns to achieve collective goals.
• Create and maintain employee work schedules to ensure adequate staffing levels during all operating hours.
• Provide leadership, training, coaching, and instruction to staff and volunteers to provide information and referral services, quality assurance, or updating data.
• Support Call Center staff with difficult callers and situations.
• During times of high call volume may perform Information and Referral Specialist duties including incoming/outgoing calls, provider research and updates, and monitoring or conducting of surveys.
• Oversee survey process electronic and phone surveys with clients.
• Oversee work of the Resource Specialist (s) to update the Database on a regular basis ensuring accuracy and completeness of data.
• Maintain Call Center Policies and Procedures Manual and ensure daily compliance. Recommend new policies as appropriate.
• Work closely with the Operations Manager & Executive Director to promote the values of HMHBGA and a supportive work environment.
• Support diversity and inclusion in all program activities.
• Prepare reports of Call Center operations and activities on a monthly and quarterly basis.
• Work closely with the Operations Manager to ensure needed information technology (IT) and telecommunications tools are in place for the success of the team and Call Center operations.
• Develop and maintain knowledge of healthcare and public health services, community resources, relevant policy issues, and call center management trends including AIRS recommendations and certifications. 
• Represent HMHBGA at key stakeholder and community-based meetings and events.
• Other duties as assigned.

Requirements:

• Bachelor’s degree in Health and Human Services, Social Work, Public Health or related field.
• Demonstrated ability for managing and developing teams to meet common goals.
• Attention to detail and to analyze for accuracy.
• Proven ability to work with various cultural and socio-economic groups.
• Demonstrated experience maintaining confidential records and managing personal health information (PHI).
• Must be dedicated to improving maternal and infant health in Georgia.
• Strong organizational skills that reflect the ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
• Very strong interpersonal skills and the ability to build relationships with stakeholders, including staff, Board members, Coalition members, policymakers, and donors.
• Dedication to diversity and inclusion, in all forms.
• Ability to motivate team members to meet the goals of the organization.
• Proven ability to conduct program evaluation, including the design of evaluation plan, tools and implementation.
• Expert-level written and verbal communication skills.
• Demonstrated proactive approaches to problem-solving with strong decision-making capability.
• Highly resourceful team-player, with the ability to also be extremely effective independently.
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of service and response.
• Demonstrated ability to achieve high-performance goals and meet deadlines in a fast-paced environment.
• Familiarity in working with cloud-based systems including, Sharepoint, Google Drive, and Dropbox.
• Command of Excel for data review and budgeting purposes.

Preferred Qualifications:

• Master’s degree in Health and Human Services, Social Work, Public Health or related field

• Experience in non-profit, social services, public health or relevant human services
• 3+ years of experience working in a call center setting
• Fluency in Spanish
• Knowledge of Georgia social services, public health services, and other community programs
• 2+ years in a similar role.
• Formal training in effective supervision and management.
• Demonstrated dedication to health equity.

Physical Requirements:

• Hearing/Speaking – Effective communication with staff, clients, and community partners
• Standing – 10-30% of the workday
• Sitting – 20-80% of the workday
• Walking – 10-30% of the workday
• Pushing/Pulling – 10-30% of the workday
• Bending/Stooping – 10-30% of the workday
• Lifting – 10-30% of the workday; Up to 30 pounds independently and up to 50 pounds with assistance

*Call Center Manager will spend approximately 85% of his or her time managing the call center operations and 15% approximately handling calls.