Manager, Emergency Communications Center

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By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network? Join us—Where your Career is a Force for Good! Job Description WHY CHOOSE US? Joining the American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

We are seeking a Manager, Emergency Communication Center for New York, NY to support the Greater New York Region.

WHAT YOU NEED TO KNOW (Job Overview) The Manager, Emergency Communications Center (ECC), supervises the Emergency Communication Center (ECC) employees and volunteer staff, who support field response. Ensures an appropriate response to regional customers/clients seeking Red Cross programs and services.

Plans, develops, recommends and implements communications strategies that support Chapter and National key initiatives and objectives. Responsible for raising the local visibility of the Red Cross to help the community understand how to access local Red Cross services and support its mission.

Works to perform these functions according to the program direction provided by the Response function at headquarters. Team leadership, supervision, and personnel development is provided by the Regional Disaster Functions/Support Director or the Regional Disaster and Program Officer. The Manager, Emergency Communications Center, supervises 5 full-time, and 7 part-time staff. Core hours are M-F, first shift, but also fills in for other shifts (evening, overnights, weekends) as needed.

WHERE YOUR CAREER IS A FORCE FOR GOOD (Key Responsibilities):

• Establish call center goals and monitor reporting systems that identify departmental progress towards daily/weekly/monthly goals and take corrective actions.
• Manage all supervisory functions for team, including interviewing/hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team and to enhance operational success.
• Manage staff communications across multiple channels. Establish performance standards and individual goals for supervisors and staff, providing coaching and feedback.
• Establish tools that motivate the team to achieve goals.
• Design and manage staffing plans to ensure optimal levels that meet the contact center’s support service objectives. Forecast staffing needs and execute management-developed strategies to achieve performance goals.
• Collaborate with teams to enhance quality processes and customer service standards to meet operational optimization goals. Implement and monitor compliance to the standard operational procedures for the contact center.
• Maintain equipment and notify appropriate stakeholders of issues in a timely manner.

WHAT YOU NEED TO SUCCEED (Minimum Qualifications)

• Education: Bachelor's degree required.
• Experience: Minimum 5 years of related experience or equivalent combination of education and related experience required.
• Management Experience: 3 years of supervisory or management experience.
• Skills & Abilities: Ability to work on a team. Strong organizational, analytical and problem-solving skills, the ability to work independently and under pressure is required. Ability to develop and lead a high-functioning team as well as have excellent interpersonal skills in dealing with all levels of staff. Demonstrated ability to manage remotely and motivate teams to achieve results. Effective verbal and written communication skills are required. Intermediate level computer skills with applications such as Salesforce and Microsoft Office in a Windows environment are required. Ability to work in a fast-paced contact center environment required. Adapt to utilizing various communication channels such as voice calls, emails, cases, texts, and chats.
• Travel: N/A

Required Skills And Abilities

• Excellent interpersonal, verbal, and written communication skills.
• Demonstrated analytical and decision-making skills to interpret program trends, results, formulate recommendations, and develop creative processes for continuous program or service improvements.
• Proven record of accomplishment of collaboration with diverse groups and individual’s representative of all the demographics of this community, managing multiple priorities, facilitation, problem solving, marketing, leadership, and partnership management.
• Intermediate level proficiency with Microsoft Office software, including Word, Excel, PowerPoint, and Outlook.
• Ability to work outside of regular duty hours including nights and weekends.

Pay Information The salary range for this position is (New York): $86,060 - $90,581. Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role.

• Relocation may be offered for this position.

Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. The work environment will consist of moderate noise (i.e. business office with computers, phones and printers, light traffic). The employee must have the ability to work in a small cubicle and have the ability to sit at a computer terminal for an extended period of time. WHAT WILL GIVE YOU THE COMPETITIVE EDGE (Preferred Qualifications) Experience managing a call center.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.

Benefits For You As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive package includes:

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 19 days a year; based on FLSA status and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with 6% match
• Paid Family Leave
• Employee Assistance Program
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

Apply now! Joining our team will provide you with the opportunity to make your career a force for good! The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws. AmeriCorps, the federal agency that brings people together through service, and its partners — the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance — launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

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