Assistant Call Center Director

Remote: 
Full Remote
Contract: 
Work from: 
United States

Offer summary

Qualifications:

Bachelor’s Degree in Counseling, Psychology, or related field, or equivalent crisis experience., At least 2 years of experience in crisis intervention or mental health services., Over 5 years of supervisory or leadership experience., Proficiency with digital communication platforms and electronic documentation..

Key responsibilities:

  • Support the Director in strategic and operational leadership of the 988 call center.
  • Monitor daily call, chat, and text center operations to ensure quality and performance standards.
  • Supervise and lead program managers, including hiring, training, and evaluation of staff.
  • Liaise with community partners and ensure compliance with relevant policies and regulations.

Baltimore Crisis Response, Inc. logo
Baltimore Crisis Response, Inc. SME https://www.bcresponse.org/
51 - 200 Employees
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Job description

Job Details
Level:    Management
Job Location:    Main Campus - Baltimore, MD
Position Type:    Full Time
Education Level:    Bachelor Degree
Salary Range:    $85000.00 - $90000.00 Salary/year
Travel Percentage:    Up to 50%
Job Shift:    Daytime
Job Category:    Management
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

 

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Leadership
  • Teamwork
  • Problem Solving

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