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Form of workJob Title: National Call Center Director
Hope Center Ministries is a growing nonprofit discipleship recovery program with multiple centers across the U.S. Hope Center Ministriesexists to lead addicts and their families
to become fully devoted followers of Christ.We do this by helping those individuals bound by drug addiction and/or alcoholism find lasting freedom and sobriety through a relationship with Jesus Christ, which translates into seeing the lost saved, the saved freed, the freed restored, and the restored fulfilled.
Position Summary
The National Call Center Director will play a pivotal role in advancing the mission of Hope Center Ministries by overseeing and optimizing the Call Center operations on a national scale. The ideal candidate will bring strategic leadership, operational excellence, and a passion for making a significant impact on the lives of those affected by addiction.
Key Responsibilities
- Strategic Leadership:
- Develop and implement a comprehensive strategy for the National Call Center aligned with the organization's mission and objectives.
- Collaborate with executive leadership to align Call Center goals with the overall vision of Hope Center Ministries.
- Operational Management:
- Oversee the day-to-day operations of the National Call Center, ensuring efficiency, accuracy, and excellent service delivery.
- Develop and implement performance metrics to measure and improve Call Center effectiveness.
- Continuously assess and enhance Call Center processes to optimize performance and meet organizational goals.
- Resident Admissions Focus:
- Work collaboratively with the Admissions Department to develop and execute strategies for resident admissions in allocated areas.
- Establish and maintain relationships with key stakeholders, including community leaders and organizations, to drive awareness and engagement in targeted regions.
- Analyze data and trends to identify opportunities for increasing resident admissions in specific geographical areas.
- Team Leadership and Development:
- Lead, motivate, and develop a high-performing Call Center staff.
- Provide guidance and support to Call Center staff, fostering a positive and collaborative work environment.
- Implement training programs to enhance the skills and capabilities of Call Center staff.
- Quality Assurance:
- Establish and monitor quality assurance programs to ensure consistent and high-quality service delivery.
- Implement feedback mechanisms to gather insights from callers and continuously improve the Call Center experience.
- Technology and Innovation:
- Stay abreast of advancements in Call Center technology and implement relevant tools and systems to enhance operational efficiency.
- Drive innovation in Call Center processes and technology to stay ahead of industry standards.
- Collaboration:
- Collaborate with other departments, including admissions, to ensure seamless coordination and communication between teams.
- Engage in cross-functional initiatives to enhance the overall effectiveness of the organization.
Qualifications
- Leadership Experience:
- Proven experience in a leadership role within a National Call Center environment.
- Strong track record of successfully managing and developing teams.
- Strategic Thinker:
- Ability to develop and execute strategic plans that align with organizational goals.
- Communication Skills:
- Excellent communication skills with the ability to effectively convey the mission and goals of Hope Center Ministries.
- Operational Excellence:
- Demonstrated experience in optimizing Call Center processes for efficiency and effectiveness.
- Passion for the Mission:
- Alignment with the mission of Hope Center Ministries and a passion for making a positive impact on individuals and families affected by addiction.
