SEIU BENEFIT FUNDS Job Title: Benefits Call Center/Operations Manager Grade: D Purpose: This position is responsible for a broad range of operational support functions including call center operations, mailroom operations, acquisition, disposal and maintenance of furniture and equipment, supply requisition and inventory and office space management. This position assists other managers as needed in the coordination of administrative support functions. Primary Responsibilities: (Any one position may not include all of the specific duties and responsibilities listed. Examples provide a general summary of the work required and should not be treated as a total and complete list of expected duties to be performed by employees in the classification.) * Manage Call Center representatives * Develop and implement operating procedures to ensure call efficiency and optimize the caller experience * Conduct observations and provide feedback to the optimize performance * Obtain and analyze call performance data and provide coaching and recommendations to meet quality requirements * Maintain efficient and accurate call performance via key metrics (average handling time, service level, accuracy, etc.) * Develop training plans to ensure staff adherence to call center standards * Support call center staff by answering questions, handling escalations, implementing interdepartmental communication processes, communicating clear expectations, establishing call center goals, taking corrective action as needed * Prepare weekly reports and analyze call center metrics to improve processes, allocate resources appropriately, optimize customer satisfaction and maximize staff efficiency * Manage mailroom staff and coordinate Fund mailings * Monitor and manage attendance and staffing levels * Order and maintain all inventory levels of equipment and supplies * Coordinate distribution and disposal of office furniture and equipment such as computers, printers, copiers, pagers, cell phone, etc * Perform administrative functions within the department including budget, leave reports, supply orders, etc * Interact with Fund vendors * Act as liaison between building manager and SEIU Benefit Funds staff * Perform other duties as assigned in support of the SEIU Benefit Funds Direction and Decision Making: This position reports to the Assistant Executive Director and works independently. Education and Experience: Bachelor's degree in business, finance, or other related field, six (6) years of call center and/or administrative experience and three (3) years management experience. Equivalency: Associate's degree in business, finance or related field, eight (8) years of call center and/or administrative experience and three (3) years management experience. Or a combination of education and experience that would provide for the following knowledge, skills and abilities: * Knowledge of call center operations * Bilingual Preferred * Ability to address and resolve escalated situations quickly and efficiently Knowledge of benefit plans and their regulatory requirements * Ability to analyze reports and implement change to increase efficiencies of department operations * Ability to review, revise and implement processes to increase efficiencies of department operations * Employ interpersonal and communications skills including the ability to communicate effectively, both orally and in writing * Demonstrated leadership skills, ability to manage several staff members * Ability to multi-task and track the progress of numerous assignments, mailings, projects, reports, etc * Ability to handle multiple projects, coordinate with other departments, meet established deadlines and adapt to an ever-changing environment for the purpose of accomplishing results * Utilize organizational skills to maximize efficiency and effectiveness * Ability to organize work/tasks to provide for systematic and efficient processes. * Ability to produce work accurately and thoroughly * Ability to maintain flexible attitude and approach toward assignments while actively participating and supporting a team environment * Ability to design and implement short- and long-term tasks and goals for the department * Strong diplomatic, discretionary and problem-solving skills * Advanced skills in the use of personal computers, specifically Microsoft 365 and Google Workspace