Assistant Call Center Director

Description

Job Scope: 

The Assistant Call Center Director will assist with oversight of the day to day for all call center services, work with leadership to strategize and develop short-term and long-term plans that increase operational efficiency, productivity, and success, including grant monitoring, contract management, and. QA.   

Responsibilities for the Assistant Call Center Director.  

• Support the Director in the strategic and operational leadership of the 988 call center.
• Monitor daily call/chat/text center operations to ensure adherence to performance metrics and quality standards.
• Supervise and provide leadership to program managers
• Oversee hiring, onboarding, training, scheduling, and evaluation processes for 988 counselors and support staff.
• Participate in the development and implementation of policies, procedures, and workflows.
• Support staff wellness and ensure a trauma-informed, inclusive work environment.
• Serve as acting director in the absence of the Call Center Director.
• Liaise with community partners, local crisis teams, law enforcement, and behavioral health providers when appropriate.
• Ensure compliance with 988 Lifeline policies, HIPAA regulations, and applicable state and federal laws.

Qualifications

• Required:
  • Bachelor’s Degree in Counseling, Psychology, or related field (or bachelor’s with equivalent crisis experience)
  • 2+ years of experience in crisis intervention or mental health services
  • 5+ year of supervisory or leadership experience
  • Excellent written communication skills
  • Proficiency with digital communication platforms and electronic documentation
  • Availability for flexible scheduling, including nights/weekends
• Preferred:
  • Bilingual
  • Masters degree

Compensation & Benefits:

• Competitive salary based on experience and credentials
• Medical, dental, and vision insurance
• Paid time off and holidays
• Professional development opportunities
• $85,000-90,000