Call Center Manager

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Pittsburgh, PA
$45,000 - $50,000
Job Type
Direct Hire
Oct 27, 2017
Job ID

Job Summary:

Our client is a Non-Profit in Southwestern Pennsylvania.  We are working with them in recruiting for a Human Services Manager for their crisis call center.

The Human Services Manager will be responsible for the daily quality experience including calls, texts, and chats. The Manager will be responsible for the client interaction, referrals provided, and follow up provided. He/she will be responsible for the daily supervision of the resource navigators at the contact center. The manager will maintain strong professional relationships with health and human service agencies and proactively advocate for clients with critical needs. The manager will participate in attaining and maintaining accreditation from the international Alliance of Information and Referral Systems (AIRS).

Essential Functions:

  • Perform all supervisory duty for a contact center.
  • Monitor service performance and adjust staffing to meet client need.
  • Live monitor resource navigator performance against quality assurance standards;
    • Identify service gaps and provide real time feedback and training/reinforcement to staff;
    • Identify overall training opportunities for Quality Manager.
  • Resolve resource navigator contact questions and respond to contact escalations.
  • Proactively advocate for clients with critical needs to provide timely aide via his/her relationships.
  • Participate in the Quality Circle to foster continuous process improvement.
  • Master software, such as VisionLink, Community OS and Appointment Plus to assist team in using technology to its full capacity.

Additional Responsibilities:

  • Cultivate relationships across the PA Southwest footprint, and among the top 100 referral agencies, to ensure that the organization has access to the most accurate and up-to-date information to incorporate into its database of community and human services.
  • Support the system with research, information updates and technical assistance to ensure quality of service to callers and engage in creative problem solving to address more complex and challenging cases.
  • Other projects as assigned.


  • Excellent communication skills.
  • Tech savvy and strongly motivated to learn and incorporate new technologies to innovate service delivery and operational systems.
  • A team player capable and willing to support all aspects and jobs required for successful implementation of the service.
  • Strong passion for improving access to information.
  • Ability to manage priorities and meet deadlines in a fast-paced environment.
  • Strong organizational skills.



  • Bachelor’s degree in Human Services or related field preferred. Degree requirement can be waived in lieu of 5 years or more of direct Human Services experience.


  • Three or more years of supervisory experience is preferred
  • Strong case management or information and referral experience in basic needs human services field.
  • Knowledge of social service delivery systems in Western Pennsylvania.
  • Strong affinity for and practical experience in providing information via technology and social media.