Program Manager - Tier 2 Operations

Scope of Work

The Manager of Operations' primary responsibility is to ensure organizational effectiveness by providing administrative and logistical oversight of Tier Two operations, including assigned supervisors and Intervention Specialists assigned to the First Responder program and other Tier Two programs. In addition, the Tier Two 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 Tier Two 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 Sr. Director for Client Services or 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 Tier Two staff and Supervisors. The Tier Two Manager is responsible for assisting and providing leadership and coordination for staff, interns, and volunteers, including scheduling to ensure 24/7/365 coverage for the Tier Two 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. This position has signing authority and manages a budget.

Administrative/Transformational Duties And Responsibilities

• Responsible for the preparation of Contact Center performance reports for Tier Two by collecting, analyzing, and summarizing data and trends
• Provide supervision for direct reports to include hiring, orientation, training, assignments, coaching, performance management, corrective action, and termination; administer scheduling systems; communicate job expectations, oversight of quality assurance monitoring, including adherence to policies and procedures
• Maintain and improves contact center operations by monitoring systems performance, processes, and practice in support of Agency’s mission and goals
• Gather and coordinate information, resolve operations discrepancies and liaison with technical services team
• The Tier Two Manger is required to meet all internal and contracted performance deliverables
• Provide primary oversight of Tier Two operations and functions, resource, and call center staff
• 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.
• Maintains 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
• Perform other administrative and leadership functions as dictated by service area needs.

Required Competencies

• 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.
• 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.
• Judgment: Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
• Problem Solving: Views problems as opportunities to create new solutions. Anticipates potential problems and analyzes alternative solutions.
• Cooperation/Teamwork: Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
• Self-Management: Taking of responsibility for one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibiting a professional demeanor.
• Valuing & Fostering Diversity: Demonstrating 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.
• Customer Service (Internal & External): Recognizes and attends to vital 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

Education And Experience

• Bachelor’s degree in human services field or business management or information systems technology
• Proven leadership skills with a history of direct supervision of staff
• Ability to communicate verbally and in written documentation
• Valid Florida driver's license and insured personal transportation are also required
• Three years of operational experience will be considered as a substitute for educational requirements
• Complete ongoing training requirements as prescribed including Introduction to Trauma Informed Care, and Psychological First Aid within the first twelve months of employment
• Ability to type at 30 computer WPM and knowledge and ability to learn computer systems required
• Complete pre-service training requirements including the Crisis Center Orientation and FCASV Advocacy Core training within first sixty days of employment

Knowledge, Skills, And Abilities

• Ability to work independently
• Ability to establish and maintain effective working relationships with others
• Knowledge of community resources
• Ability to prepare correspondence and administrative reports
• Know and comply with the policies and procedures of the Agency
• Ability to oversee and supervise staff and volunteers
• Ability to understand and respond to written and verbal communication
• Knowledge of crisis intervention and active listening skills
• Ability to collect and evaluate data
• Ability to evaluate the performance standards of staff in terms of Agency requirements and standards
• Ability to problem solve and make decisions
• Ability to determine work priorities, assign work, and ensure proper completion of work assignments
• Knowledge of Window based computer operating system and basic software programs
• Knowledge of state/national accreditation and certification standards of AIRS, AAS, CONTACT USA, DCF-SAMH & FCASV
• Skill in the operation of word processing and database programs on a personal computer
• Knowledge of the method of data collection
• Knowledge of basic supervisory principles and practices

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.

Join Us!

The Crisis Center of Tampa Bay is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The Crisis Center of Tampa Bay is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. The Crisis Center of Tampa Bay will consider any equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

We want you to be YOU, and you’re encouraged to apply today!