Careers At The Crisis Center

Since 1972, the Crisis Center of Tampa Bay has been committed to bringing help, hope and healing to people facing serious life challenges. What we do and how we do it has changed dramatically over the years—and it will continue to evolve—but there is one thing that has never changed: the extraordinary dedication of Crisis Center volunteers, donors, and staff.

Manager of Gateway Services

Department: Gateway
Location: Tampa, FL

Position Summary

Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The Manager of Gateway’s primary responsibility is to ensure organizational effectiveness by providing administrative and logistical oversight of the 2-1-1 Contact Center and Client Representative teams within the Gateway. In addition, the Manager of Gateway provides representation for the Crisis Center of Tampa Bay in disaster preparedness and recovery services and is responsible for the formulation and implementation of the 2-1-1 Disaster plan and protocols. This position performs a variety of complex tasks requiring creativity and latitude. Together with the Gateway leadership team, the Manager of Gateway plans, develops and implements program policies, strategies and procedures. This position reports to the Director of Gateway and in his or her absence the Vice President of Client Services.

Duties and Responsibilities

  • Provide primary oversight of contact center operations and functions, resource and call center staff.
  • Maintain and improves contact center operations by monitoring systems performance, processes, and policies in support of Agency’s mission and goals.
  • Provide supervision for direct reports to include hiring, orienting, training, assigning, coaching, performance management, corrective action and termination; administer scheduling systems; communicate job expectations, planning monitoring; enforce policies and procedures.
  • Oversee quality control and provide support to Resource department to achieve performance standards
  • Prepares contact center and resource services performance reports by collecting, analyzing, and summarizing data and trends.
  • 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.
  • 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
  • Expected to meet all contracted deliverables
  • Perform other administrative and leadership functions as dictated by service area needs.

Supervisor Responsibilities

  • Directly supervises employees. 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.

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 a related field is required. 
  • Three years progressive experience in a contact center environment, two years of which must be in a supervisory role/leadership role.
  • An equivalent amount of education and experience in contact center management can substitute for the education requirement.
  • Excellent computer skills, familiarity with relational databases, windows based software and telephone systems.
  • Strong leadership and problem solving skills.
  • Proficiency in verbal and written communication.
  • Ability to work independently and as a team member is required.
  • Comfort with diversity and a fast paced environment is also preferred.

Knowledge, Skills and Abilities

  • This position serves on the Crisis Center of Tampa Bay’s Performance Quality Improvement Committee. Members of this committee need to have an understanding of (or ability to learn) the strategic implications and outcomes of services; appreciate the significance of stakeholders and providing the best possible service; have the ability to review data received across the organization; have the ability to brainstorm opportunities for improvement and change; and foster positive communication inside and outside of the team regarding the progress and outcomes.
  • Knowledge of contact center operations; current trends and Best practices.
  • Knowledge of crisis intervention and assessment skills and social service issues.
  • Knowledge of Process Improvement practices.
  • Ability to manage people and teams.
  • Knowledge of community resources.
  • Ability to demonstrate proficiency with MS Word, Excel, Outlook, and other Call Center related computer programs/software.
  • Ability to be flexible and quickly adapt to changing organizational needs and processes.
  • Ability to understand and apply applicable policies and procedures.
  • Ability to utilize problem solving techniques.
  • Ability to communicate effectively verbally and in writing.
  • Ability to work independently.
  • Ability to establish and maintain effective working relationships with others.

Physical Demands/Working Conditions

Physical Requirement: The position 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 long periods of time. Work is performed indoors.

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 generally quiet.

Travel: Minimal; local travel required for meetings and trainings.

Hours: M-F regular business hours. The Gateway is open 365 days a year 24-hours a day. Employee may be required to work some holidays, evenings, and/or weekends. Exempt employees may be required to work during hurricanes and times of disasters.

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