Job Details |
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| 211 Call Center Coordinator | |
| Job ID: | 00004JKV |
| Category: | AdminClerical |
| Location: | CA Camarillo |
| Hours: | 40 Full Time Hours Weekend Availability |
| Pay: | $18.00 $18.00 |
| Call Center Coordinator Needed in Camarillo | |
| Job Description 211 is available 247 to meet health and human service needs, through information and referral, benefits navigation, disaster response, and other special projects that provide direct assistance. The Coordinator will coordinate 211 activities for specific projects and support 211 administration in project management, training, and quality assurance. Provides operational support for both staff and management. Responsibilities include staff coaching and training, call monitoring quality assurance, 2-way text scheduling and monitoring, follow-up scheduling and monitoring, and supporting staff by handling calls and texts when necessary. 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 callcontact specialist duties as needed. | |
| Skills Required HS Diploma or GED. Bilingual in Spanish. 2+ yrs of customer service, administrative or call center exp. Strong communication skills. | |
| Skills Preferred Exp in the healthcare, social services or mental health industry a plus! | |