Position Summary
The Program Manager of Gateway Services' primary responsibility is to ensure organizational effectiveness by providing administrative and logistical oversight of operations, including assigned supervisors, care coordinators Intervention Specialists. In addition, the Manager offers representation for Gateway Services in disaster preparedness and recovery services and actively participates in the formulation and implementation of the Gateway Disaster plan and protocols. The Manager performs various complex tasks requiring creativity and latitude, including developing and implementing program strategies, practices, and procedures in collaboration with the Gateway leadership team. This position reports to the Director of Gateway Services and, in their absence, the VP Client Services.
Strategic/Transformational Duties and Responsibilities
Ensures the day-to-day functioning of the contact center operations including training and supervision of staff and interns. The Manager is responsible for assisting and providing leadership and coordination for staff and interns, including scheduling to ensure 24/7/365 coverage for all contact platforms. Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws, and company initiatives/goals. Responsibilities include interviewing, hiring, training, and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching, and disciplining employees; addressing complaints and resolving problems. Acts as a change agent and develops a high-performing team in the spirit of exceptional service to all internal and external partners.
Transactional/Administrative Duties and Responsibilities
- Provide primary oversight of operations and functions, resources, and call center staff.
- Maintain and improve contact center operations by monitoring systems performance, processes, and practice in support of Agency’s mission and goals.
- Provide supervision for direct reports to include hiring, orientation, training, assignments, coaching, performance management, corrective action, and termination; communicate job expectations; provide oversight of quality assurance monitoring, including adherence to policies and procedures; effectively hold reports accountable for meeting contractual requirements through frequent and regular feedback.
- Prepare Contact Center performance reports for assigned programs and identified contracts by collecting, analyzing, and summarizing data and trends.
- Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state –of-the-art practices; participating in professional societies.
- Identify staff training needs and ensure development and implementation of protocols that address these needs. Gather and coordinate information, resolve operations discrepancies and liaison with technical services team.
- Develop, implement, and audit procedures and policies related to systems and flow of information for the contact center.
- Monitor weekly and monthly performance of team members through quality assurance and improvement activities.
- Meet all internal and contracted performance deliverables assigned as their primary responsibility.
- Ensure all reports for external stakeholders are completed in a timely manner.
- Perform other administrative and leadership functions as dictated by service area needs.
- Perform such other duties as may be assigned by supervisor.
Required Competencies
- Cooperation/Teamwork - Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
- Engaging Communication - Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
- Customer Service (Internal & External) - Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long-term interests. Creates strategies to help the organization serve customers more effectively.
- Adaptability - Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast-paced environment. Is reliable, dependable and results oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
- Problem Solving - Views problems as opportunities to create new solutions. Anticipates potential problems and analyzes alternative solutions.
- Judgment - Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
- Valuing & Fostering Diversity - Demonstrates respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
- Self-Management – Takes responsibility for one’s behavior and well-being; Works effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibits a professional demeanor.
Education and Experience
- Bachelor’s degree in human services field or business management or information systems technology.
- Five years of operational experience will be considered as a substitute for educational requirements.
- Ability to type at 30 computer WPM and knowledge and ability to learn computer system required.
- Valid Florida drivers license and insured personal transportation required.
- Ability to communicate verbally and in written documentation.
- Proven leadership skills with a history of direct supervision of staff.
- Complete pre-service training requirements including the Crisis Center Orientation and FCASV Advocacy Core training within first sixty days of employment.
- Complete ongoing training requirements as prescribed including Introduction to Trauma Informed Care, Psychological First Aid within the first twelve months of employment.
Knowledge, Skills, and Abilities
- Know and comply with the policies and procedures of the Agency.
- Knowledge of state/national accreditation and certification standards of InformUSA, AAS, DCF-SAMHSA & FCASV.
- Knowledge of crisis intervention and active listening skills.
- Knowledge of community resources.
- Knowledge of the method of data collection.
- Knowledge of basic supervisory principles and practices.
- Knowledge of Window based computer operating system and basic software programs.
- Ability to evaluate the performance standards of staff in terms of Agency requirements and standards.
- Ability to oversee and supervise staff and volunteers.
- Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
- Ability to understand and respond to written and verbal communication.
- Ability to prepare correspondence and administrative reports.
- Ability to problem solve and make decisions.
- Ability to create a team environment using strong interpersonal skills.
- Ability to collect and evaluate data.
- Ability to work independently.
- Ability to establish and maintain effective working relationships with others.
- Skill in the operation of word processing and database programs on a personal computer.
Physical Demands/Working Conditions
Physical Requirement: Requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Must be able to sit for extended periods of time
Working Conditions: Duties are performed primarily in an office setting. On occasion will require the use of personal automobile to travel to meetings and could be exposed to changing weather. The noise level is moderate.
Travel: Minimal
Hours: Varied hours, must be flexible. Gateway Services is open 365 days a year 24-hours a day. Employees are required to work holidays, evenings, and/or weekends;and during hurricanes and other times of disasters/critical incidents.
This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.
CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.
