The Salvation Army Long Beach, CA

About the Job

Requisition Number 17-1756 Post Date 9/6/2017 Title Director City Long Beach State CA Description THE SALVATION ARMY ADULT REHABILITATION CENTERS COMMAND JOB DESCRIPTION DEPARTMENT: ARC CALL CENTER POSITION TITLE: DIRECTOR OF THE CALL CENTER STATUS: EXEMPT SUPERVISOR: ARCC SECRETARY FOR BUSINESS GENERAL STATEMENT: The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the Gospel of Jesus Christ and to meet human needs in His name without discrimination. QUALIFICATIONS: • Minimum of 5 years of experience in Call Center Management. • Significant Knowledge of ACD Telecommunications Systems. • Excellent goal setting, systems and operational developments skills. • Excellent knowledge of Microsoft Office, especially Excel for reporting Call Center performance. • Excellent interpersonal and related skills. • Work independently with no supervision. • Strong organizational/office management. PHYSICAL REQUIREMENTS: • Ability to sit, walk, stand, bend, squat, climb, kneel or twist on an intermittent or continuous basis • Ability to grasp, push, pull objects such as files, file cabinet drawers, and other office equipment • Ability to communicate clearly on the telephone • Ability to lift up to 30 lbs. • Ability to perform various repetitive motion tasks GENERAL RESPONSIBILITIES: The Call Center Supervisor is responsible for the scheduling, quality assurance, coaching and development of Customer Service Representatives. Reviews reports monitoring performance of the department. Effectively maintains a work environment which stimulates and motivates the growth of subordinates. The job includes responsibility for customer service to all donors who contact the Call Center and to resolve those call to the satisfaction of the donor with the best interests of The Salvation Army in mind. ESSENTIAL JOB FUNCTIONS: CO-DIRECTOR • Assist in the running processes for the Long Beach ARC Call Center. • Manage the Call Center Lead Staff. • Formulate Call Center Policies and Procedures to meet the needs of donors. • Plan quarterly workshops/ training for the Donor Service Representatives. • Work with dispatchers in the field with respect to setting up truck routing and pickup scheduling. • Analyze Donor and Representative Needs; develops and improves morale in the Call Center. • Review data reports such scheduling and forecasting, etc. • Prepare budges to ensure proper funding for events in the Call Center. • Maintain call center calendar; schedule changes, arrange and coordinate meetings. • Compose and edit professional level correspondence, prepare presentations including but not limited to: creating and maintaining campaign system files and reports using word processing, spreadsheet and other office software. • Process donations according to Salvation Army policy (receiving, receipting, depositing, and donor tracking, data entering). • Create call center volume report, biweekly productivity/bonus report, and donation completion report for the ARC’s, make changes for the ARC’s in DSS as needed. • Handle escalated calls as needed to ensure quality customer service. • Perform general administrative functions such as maintaining files, operating general office equipment. • Process all orders for Call Center from corporate and partner with outside vendors for supplies. • Respond to inquiries from internal and external sources. • Research and track individual donors as required. • Organize Call Center activities and incentives. • Handle Minor IT issues within the Call Center. • Serve as backup for Call Center HR Job Functions. • Perform other related duties as assigned. ESSENTIAL JOB FUNCTIONS: HR 1. Personnel • Provide orientation for new hires and ensure that all of the proper documents are signed and placed in the personnel record. • Enter new hire information into payroll/timekeeping systems. • Establish a “bring-up” file for timely processing of 90 day orientation reviews and annual employee reviews. • Submit Personnel Action Notices, annual pay increases, LOA requests, etc. • Administer policies and procedures as presented in The Salvation Army, ARC version of the Employee Handbook. • Conduct in-service training for managers and supervisors on a regular basis covering topics related to Safety Training and Labor Laws. • Compile information as required for legal inquiries. • Make recommendations for employee recognition and appreciation activities. • Process lien and garnishment notices, ensuring that each party receives the correct paperwork and that deduction codes are entered in payroll system. • Assure all personnel files are maintained according to ARC Command/Review Standards. 2. Recruitment • Prepare internal and external announcements of job openings. • Screen applications and resumes for appropriate candidates for interview. • Order background checks and conduct reference checks for applicants • Assure MVR is secured for new hires of appropriate positions. 3. Insurance Claims • Make timely report to the workers compensation adjusters of all workplace injuries • Maintain an active file and follow up for current status of injured workers . 4. Safety • Become familiar with The Salvation Army Injury and Illness Prevention Program • Fulfill duties of Safety Supervisor as described in the IIPP • Post OSHA Log 300 each year as required by OSHA regulations. 5. Benefits • Understand open enrollment periods and ensure that benefits are enrolled in a timely manner. • Review all enrollments on a monthly basis and terminate benefits for employees who leave no later than the end of the month in which employment terminates. • Ensure proper deductions are entered into payroll for employee contribution and for dependent care coverage. • Verify Short Term Disability enrollments, including biweekly rate of pay and proper biweekly deductions. • Process background checks for all volunteers per ARC Command policy. • Maintain all records for follow-up with Courts and/or CBR requirements • Maintain records of Authorized Drivers for ARC, including annual MVR and safety training. • Provide backup to the Accounting office as necessary for HR/payroll related matters. • Assist in the running process for the Long Beach ARC Call Center. • Assist fellow Leads and the Director in the formulation of Call Center Policies and Procedures to meet the needs of donors. + Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. + Please view Equal Employment Opportunity Posters provided by OFCCP here. + The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Apply On-line