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SalarySince 1924, Houston Society for the Prevention of Cruelty to Animals has been the leading private, nonprofit animal welfare organization in the greater Houston region. Receiving no governmental funding, we rely upon the community’s financial support to achieve our goals of improving and protecting the lives of animals in our community and alleviating their suffering and abuse.
Primary Responsibilities:
Reporting to the Chief Financial and Administrative Officer, the Call Center Manger is responsible for our Call Center and its team. Operating seven days each week, our Call Center functions as our primary core for the intake of requests for animal ambulances, the intake of reports of animal cruelty and abuse, our office phone switchboard, and our initial point of contact for general information to the public about Houston SPCA and animal welfare.
Essential Functions of the Role:
- Coordinate for rapid and appropriate response of reports of animal cruelty and neglect, animal rehoming appointments, and animal ambulance dispatch.
- Define Standard Operating Procedures for Call Center compliance and reporting for both incoming calls and online submissions.
- Supervise daily operations to ensure alignment with Houston SPCA mission and goals. Ensure all voice calls to the Call Center are answered professionally.
- Manage team of seven staff members, to ensure professionalism, quality of work, and timeliness on all calls and positive interactions with the public. Train and support staff in their duties, the use of our phone equipment, software, and related materials. Perform quality-assurance steps.
- Input essential reports from each call. This includes reports of animal ambulance dispatch, reports of animal cruelty and neglect, and animal rehoming appointments.
- Monitor reports submitted by the public online via our website. Input and communicate reports as appropriate.
- Provide general information and education to the public concerning Houston SPCA’s (including our Wildlife Center of Texas) practices plus general information/referrals concerning animal welfare issues and responsible animal care/support in the Houston area.
- Train staff for knowledgeable animal welfare responses on calls that require judgment. Ensure Call Center staff work as a team, supporting each other, especially on complex/challenging calls.
- Manage our Administrative Offices reception area.
- Manage our phone IVR system for appropriate auto-call directions and messaging.
- Administer our call-tracking software. Summarize statistics of our call volume and call types.
- Serve as the main point-of-contact for our overnight phone answering service. Maintain call scripts for those operators and review their activity/calls for quality of service.
- Interact with other departments and employees to ensure Call Center is up to date on Houston SPCA activities, events, and procedures.
- Protect all confidential information, including callers, customers, donors, animals, employees, and internal communications.
- Represent the Houston SPCA by providing excellent customer service and focus.
- Perform additional tasks as assigned.
