SEIU BENEFIT FUNDS

Call Center/Operations Manager

Job Title: Call Center/Operations Manager

Salary: $86,316

Purpose:
This position is responsible for a broad range of operational support functions including call center operations, mailroom operations, acquisition, disposal and maintenance of furniture and equipment, supply requisition and inventory and office space management.

Primary Responsibilities:

• Manages Call Center representatives and operates switchboard as needed.
• Manages mailroom staff and coordinates organizational mailings.
• Manages facilities and office space including renovations, repair and maintenance of office equipment.
• Orders and maintains all inventory levels of equipment and supplies.
• Coordinates distribution and disposal of office furniture and equipment such as computers, printers, copiers, pagers, cell phone, etc.
• Coordinates temporary staffing needs of the office and acts as liaison between the organization and staffing agencies.
• Acts as the liaison between the organization and various vendors.
• Coordinates and integrates the work activities of several organizational segments ensuring completion of projects and elimination of duplicate work efforts.
• Acts as liaison between building manager and the organization.
• Acts as liaison between the IT Department and the staff of phone interruptions, issues, etc.
• Performs administrative function within the department including budget, leave reports, supply orders, etc.
• Performs other duties as required to support the mission of the organization.

Education and Experience:

Bachelor’s degree in business, finance, or other related field, six (6) years of call center and/or administrative experience and three (3) years management experience.

Equivalency:

Associate’s degree in business, finance or related field, eight (8) years of call center and/or administrative experience and three (3) years management experience.

All applicants/incumbents must demonstrate the following knowledge, skills and abilities:

• Knowledge of call center operations.
• Fluent in Spanish.
• Ability to handle emergency situations and prepare for such situations.
• Knowledge of benefit plans and their regulatory requirements.
• Ability to analyze reports and implement change to increase efficiencies of department operations.
• Ability to review, revise and implement processes to increase efficiencies of department operations.
• Well developed interpersonal and communications skills including the ability to communicate effectively, both orally and in writing.
• Demonstrated leadership skills, ability to manage several staff members.
• Ability to multi-task and track the progress of numerous assignments, mailings, projects, reports, etc.
• Ability to handle multiple projects, meet established deadlines and adapt to an ever changing environment for the purpose of accomplishing results.
• Strong organizational skills.
• Ability to organize work/tasks to provide for systematic and efficient processes.
• Ability to produce work accurately and thoroughly.
• Ability to maintain flexible attitude and approach toward assignments while actively participating and supporting a team environment.
• Ability to design and implement short and long term tasks and goals for the department.
• Strong diplomatic, discretionary and problem solving skills.

Please forward all resumes to yolanda.montgomery@seiufunds.org.