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< class="h3">Company Description

WithinReach builds pathways to make it easier for Washington families to navigate complex health and social service systems and connect with the resources they need to be healthy and safe. We strive to create healthy, equitable, vibrant communities where all families have the opportunity to thrive. We believe that we can only do our jobs well by learning about the people we serve, and by seeking to reduce the barriers that create inequalities.

< class="h3">Job Description

The Contact Center Program Manager is primarily responsible for the planning, operations, and day-to-day oversight of the WithinReach Contact Center, including direct supervision of program staff.  This is a full-time position that reports directly to the Senior Manager of Coordinated Access and works closely with key staff and external stakeholders to drive program development and expansion. Responsibilities include creating and maintaining effective call center systems and programming for Supervising Coordinators and Specialists supporting hotline operations.

Submissions from candidates living outside of Washington will NOT be considered. 

< class="h3">Qualifications

Direct Management of Contact Center  

• Provide day-to-day oversight of Contact Center operations, budgets, contracts, and reporting.   • Ensure overall call center productivity, quality of call content service delivery, and training efforts are effectively executed.    • Prioritize and meet time requirements of all regulatory, client reporting, and responses to funder and partner inquiries.   • Monitor performance indicators to proactively identify barriers to meeting departmental goals and implement corrective action when necessary.  • Ensure departmental compliance with agency and funder policies and procedures.   

Partnership and Collaboration

• In partnership with the Program Operations Manager, utilize a continuous quality improvement process to identify and implement improvements to the Help Me Grow, Family Food, and Apple Health for Kids hotlines including service-delivery, structure, and protocols to better align with agency and community needs.  • Ensure cross departmental collaboration for effective data-driven decision making and expansion of referral pathways    .• Work with the Senior Manager of Coordinated Access to strategically plan for program growth and expansion, including funding and partnership opportunities.  • Partner with the Communications and Development team to increase Help Me Grow community visibility and alignment with the WithinReach brand specifically in the development of program content, including materials, presentations, web, and media.   

Contact Center Supervisory Responsibilities• Create and encourage a high-performing team culture; support staff to be most effective in their work.   •  Oversee hiring, orientation and training of new Supervising Coordinators and Specialists, and identify ongoing management and supervision needs for the team.   •    Perform other supervisory responsibilities including leading team meetings, problem solving, providing constructive feedback and evaluations, and handling discipline and termination in accordance with company policy.

Qualifications 

•    2-3 years working or supporting call center operations.•    3-5 years supervisory experience fostering strategic, effective and inclusive teams to meet program goals.•    Strong group facilitation and one-on-one coaching skills.•    Ability to consistently integrate racial equity into routine decision-making processes. Possess the skills needed to analyze and address the disproportionate impacts of programs and policies on communities due to structural racism, classism, and other forms of systemic oppression.•    Required skills include interpersonal, written and oral communication, team development, and project management. 

< class="h3">Additional Information

Salary & Benefits: $70,000, Full-Time (40 hours/week). Exempt. Excellent benefits include fully paid medical coverage, vision and dental for employees and generous coverage for spouses, partners and dependents. Paid time off, monthly internet stipend, flexible work arrangements, matching retirement contributions 

Proof of COVID-19 vaccination is required prior to employment. As a public health non-profit that receives funding from several state agencies, all employees are required to be fully vaccinated against COVID-19. Employees may make requests for a reasonable accommodation based on a medical disability or for sincerely held religious beliefs. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.

Work Location: This position has a remote, office-based, or hybrid option. This position requires access to reliable internet connection and the ability to work effectively in a remote setting. Applicants must be residents of Washington State. Submissions from candidates living outside of Washington will NOT be considered. 

Home office: Located at 155 NE 100th Street, Suite 500, Seattle, WA 98125.

WithinReach supports inclusion and ersity in all its forms. We strive to create a safe and open atmosphere. We commit to listening to, representing and embracing erse perspectives and experiences in all we do.

WithinReach is an Equal Opportunity Employer. We seek to provide equal opportunity for all persons without regard to race, age, color, religion, gender, gender expression, marital status, sexual orientation, military status, national origin, or any other characteristic protected under the law. People of color and members of the LGBTQ community are strongly encouraged to apply. We are dedicated to cultivating a erse workforce that serves and reflects our community.