Call Center Coordinator

The Call Center Coordinator will coordinate 211 activities for specific projects and support 211 administration in project management, training, and quality assurance. 211 is available 24/7 to meet health and human service needs, through information and referral, benefits navigation, disaster response, and other special projects that provide direct assistance.

Full Time Hours + Weekend Availability

$18.00-$18.50/hour

Responsibilities:

Provides operational support for both staff and management.

Conduct call monitoring to ensure staff adhere to quality assurance standards, while reporting quality assurance concerns to management.

Review monitored calls with staff, providing the necessary training and coaching for adherence to quality assurance standards.

Support management in providing training sessions and staff meetings as needed.

Assist Call Specialists with challenging calls and technical issues, serving as a go-to resource for team members.

Troubleshoot and report technical or programmatic issues as needed.

Support department in tracking and improving the quality of services.

Support the quality and efficiency of service in the Call Center.

Monitor provider service levels on an ongoing basis and alert management of potential issues.

Provide training on 211 projects, services, internal procedures, and reporting requirements.

During active disaster responses, provide critical support to contact center staff and management in monitoring and using disaster response tools, providing training and one on one support to staff.

Backup for call/contact specialist duties as needed.

Requirements:

HS Diploma or GED

Bilingual in Spanish

2+ years of customer service, administrative or call center experience

Strong communication skills

Experience in the healthcare, social services or mental health industry a plus!