211/LIFE LINE Unit Lead
Goodwill of the Finger Lakes - Rochester, NY
Apply NowJob Description
SUMMARY: Under the general supervision of the Operations Manager and Supervisors, serve as a subject matter expert in the contract knowledge base, procedures and protocols of any contracts covered under a designated Contract, possessing expertise of all agent-related duties. Act as chief agent and first point of contact for front line staff on the project. Function as a lead within the 211/LIFE LINE Program, assisting with monitoring and coaching representatives, administrative duties and supporting trainees and other team members as needed. Act as a 'floater', being flexible in changing assignments as the business dictates. Subscribes to and promotes Goodwill of the Finger Lakes' mission, vision, and values. Functions as an active Community Navigator or Crisis Community Navigator Team Member to achieve organization and department goals. Competencies needed to be successful in the job include: Approachability, customer focus, timely decision making, patience, personal learning, and change agility. This role does not have supervisory responsibilities. The role serves in a lead capacity providing support to the Community Connectors, Crisis Community Connectors, and Supervisors providing the opportunity to learn and develop leadership skills. Must be available to work rotating shifts including night and weekends and be flexible to backfill shifts as necessary. ESSENTIAL DUTIES AND RESPONSIBILITIES: Serves as first point of escalation for procedural issues/complaints and coaches staff effectively to resolve the issue, escalating to 211/LIFE LINE Supervisor as necessary. Communicates regularly with staff and management to ensure clear understanding and share pertinent information with regard to changing contract information and procedures. Monitors and coaches front line representatives in order to maintain contact center standards. Maintains an environment that demonstrates respect and support for individuals. Acts as a Community Connector or Crisis Community Connector handling incoming calls and/or other relevant customer traffic (e-mails, faxes, social media management, web chats, etc.) on all appropriate contracts when volume dictates. Determines customer needs and applies all appropriate callers-related and operational procedures. Used active listening skills; demonstrated objectivity and empathy and is non-judgmental and neutral in handling all customer contacts. Obtains and documents all required data according to established policy, protocol, and procedure. Utilizes prescribed software to document, process and/or track all consumer data and follow-up. Assists in training employees on the contract and 211/LIFE LINE Program information, procedures, and protocols. Acts as mentor to new staff on the unit. Attends and participates actively in all required training and department meetings. Must be able to maintain strict confidentially of sensitive information. Recommends process and workflow enhancements to increase efficiency. Provides support in establishing and implementing policies, procedures, and training programs. Takes the lead on the shift in absence of a supervisor. Monitors contact traffic: the number of calls, faxes, and e-mails in queue, web chat login status of representatives, and occupancies of agents. Adjusts shift, lunch, and break schedules to maintain adequate phone coverage. Contributes information for performance evaluations and coaching needs of front line staff. Assists with 211/LIFE LINE Contract and reporting. Contributes to the overall effectiveness of Goodwill of the Finger Lakes and the 211/LIFE LINE Program by completing all other tasks as assigned. QUALIFICATION REQUIREMENTS: To perform this job successfully; an individual must be able to perform each essential duty satisfactorily, with or without reasonable accommodation. The requirements listed below are representative of the knowledge, skill, and/or ability required. Must be able to work varied hours within contact center operating hours. Must be available to work rotating shifts, including nights, weekends, and holidays. May be required to backfill shifts as necessary. EDUCATION AND/OR EXPERIENCE: Associates' Degree or related experience, proficiency in written communications. Experience with telephony and software systems commonly used for Contact Center applications and proficiency in Microsoft Office and internet navigation required. Or equivalent combination of education and experience Ideal candidate will be adaptable and able to move with change while maintaining a positive attitude. LANGUAGE SKILLS: Able to read, analyze, and interpret general business periodicals, professional journals, technical procedures and governmental regulations. Able to write reports, business correspondence and procedure manuals. Communicates effectively with end-users and provide essential customer service duties. Bilingual is preferred. REASONING ABILITY: Able to define problems, collect data, establish facts, and draw valid conclusions. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to sit for extended periods of time and to work extensively with computers. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
Created: 2024-09-23