Information and Referral Manager

4 days ago


Houston, Texas, United States United Way of Central New York Full time
Job Summary

We are seeking an experienced Information and Referral Manager to join our team at United Way of Central New York. The successful candidate will be responsible for supervising a team of Information and Referral Specialists and Team Leads, providing guidance and support to ensure excellent service delivery.

Key Responsibilities
  • Team Supervision: Supervise and mentor a team of Information and Referral Specialists and Team Leads, providing regular feedback and coaching to ensure high-quality service delivery.
  • Training and Development: Assist with the development and implementation of training programs for new and existing staff, ensuring they have the necessary skills and knowledge to provide excellent service.
  • Quality Assurance: Monitor calls and provide feedback to staff on quality assurance standards, ensuring that our service meets the highest standards.
  • On-Call Supervision: Provide on-call supervision after hours and weekends, ensuring that our service is available 24/7.
  • Special Projects: Assist with special projects and initiatives as assigned, including disaster response and external speaking engagements.
Requirements
  • Experience: 3+ years of experience in a supervisory role, preferably in a call center or customer service environment.
  • Skills: Excellent communication and leadership skills, with the ability to provide guidance and support to staff.
  • Education: Bachelor's degree in a related field, such as business or communications.


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