Manager, Program Support (Call Center)

Responsibilities

• Provide virtual and occasionally on-site supervision of direct reports.
• Provide real-time monitoring of Program Support activities and provide direction to staff when needed
• Work with Team Leads to ensure that processes, protocols, and materials are up-to-date.
• Track and report metrics to program managers and Team Leads as needed.
• Assist with troubleshooting of call phone software (Five9) issues and work to manage the software to update configurations or settings as needed. Coordinate with technical staff to manage software and tools for program associates as needed.
• Provides day to day leadership, mentoring and performance management to direct reports.
• Provide support to Team Leads as they provide mentoring and performance management to their direct reports.
• Regularly review and evaluate call recordings and discuss with Program Support staff to ensure high quality standards including interaction reviews for escalations.
• Oversee Program Support and program specific QAQC.
• Work with Programs teams to negotiate and offer support for current and potential programs and develop associated budgets.
• Help ensure adequate coverage (phone, email, and live chat) and maintenance of SLAs for all necessary programs.
• Recruit and hire new Program Support staff in conjunction with the Elevate People Team.
• If needed, attend program-specific meetings as a representative for the Program Support team and provide updates back to the Program Support team as needed.
• Lead team meetings to give updates and discuss concerns.
• Oversee the Program Support team’s work to track and address customer comments, requests, and complaints using a customer relationship management database, Salesforce. Manage escalated complaints as needed.
• Manage invoices for various software and tools necessary for program administration.
• Answer incoming phone, mail, and electronic communications as necessary.
• Oversee materials inventory and ordering processes.
• Perform other duties as assigned.

Qualifications and Skills

• Bachelor’s degree required
• One to three (1 – 3) years of previous experience managing customer service required
• One to three (1 – 3) years of people management experience with experience managing or leading remote or hybrid-remote teams preferred
• Exceptional organizational and coordination skills
• Ability to independently leverage critical thinking skills to address real-world customer issues based on well-defined program guidelines
• A demonstrated attention to detail
• Nonprofit program or project management experience preferred, including budgeting, staffing, and resourcing management
• Proficiency in Salesforce, MS Excel, MS Word, MS Access, or alternative CRMs preferred
• Experience with Five9 or similar Call Center software preferred
• Excellent written and verbal communication
• Ability to work well independently and in a team setting
• Bilingual English/Spanish preferred

Organization Description

We design and implement programs that reduce costs, protect people and the environment, and ensure the benefits of clean and efficient energy use reach those who need them most.

At Elevate, the greatest asset of our organization is the kind of people we attract. Elevate employees co-create our energetic and collaborative environment, where constant learning and service to others take priority. We empower individuals to challenge conventional thinking in pursuit of innovation and we seek dynamic, hardworking team members who are inspired to work with people of diverse backgrounds and perspectives. Every day we make a difference by placing our team, clients, and community partners first. From our mission to our focus on staff wellbeing and career development opportunities, there’s no better place to grow your career than Elevate.

Compensation

The total compensation for this position includes health and welfare benefits (medical, dental, vision, etc.), defined contribution benefit (401k with contribution), professional development, generous paid time off policies, and a flexible schedule. This is an exempt people manager position with a salary range of $80,000 - $90,000, based on experience.

Anti-Discrimination Policy

Elevate is an equal opportunity employer that does not discriminate against any employee or job applicant based on race, color, national origin, religion, sex, sexual orientation, age, disability, veteran status, or marital status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, termination, promotion, transfer, layoff, leaves of absence, compensation, and training.

ADA Accommodation

Elevate will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace, and the threat cannot be eliminated by reasonable accommodation, or if the accommodation creates an undue hardship to Elevate. Contact the People Team with any questions or requests for accommodations.