Manager Contact Center Support Programs

The Job/What You'll Do:

The Manager, Contact Center Support Programs is responsible for overseeing all operational and programmatic aspects of the Contact Center Support Programs including Peer Support under the direction of the Director, Contact Center Operations and Clinical Services. These duties include but are not limited to - maximizing the effectiveness and efficiency of Support Program operations through active and direct monitoring of Peer Support staff and program performance. Performs tasks within the context of inspiring hope and supporting recovery and resiliency.

Responsibilities:

Maintain awareness of specialist's floor activity to ensure adherence to Solari policies

Monitoring of calls when needed to ensure performance standards are met

Meets with staff and Team Leads to ensure the needs of the teams and lines are met as necessary

Provide coaching and training of staff should productivity or quality warrant

Available to assist and monitor staff and Team Leads

Daily monitoring of stats including abandonment rate, avg. speed of answer, and after-call work

Respond quickly and effectively to problems related to staff performance, issues with either line, and/or staffing concerns

Ensures all program procedures are accurate and up to date, attend all internal meetings related to quality, procedure, and compliance.

Ensure practices and procedures meet performance standards and stay consistent with best practice or consistent with the expectations of the funder

Maintain a positive and collaborative relationship with System providers, and community stakeholders including acting as a Subject Matter Expert for support programs when requested

Responsible for assisting department director on program changes, updates and concerns inclusive of IT, outages, and testing all floor related CCX and ININ changes

In conjunction with the Director, CCO&CS collaborates on recruitment and hiring of program staff.

Quality of care call investigation, mediation, and resolution coordinating at the direction of the Director, CCO&CS

Promote and recognize positive behaviors of staff in areas such as, praise from clients, payor sources or others.

This position has on-call, onsite, and weekend coverage responsibilities as needed

Other duties as assigned

Knowledge, Skills, Abilities:

Must meet the qualifications of a Behavioral Health Technician - crisis or peer support experience strongly preferred

Completion of Peer Support Training

Must possess strong verbal and written communication skills

Ability to establish good professional working relationships with all levels of employees and community stakeholders

Demonstrated leadership skills

Ability to manage positive working relationships while functioning in a high volume, fast paced working environment

Dependable; 24/7/365 availability

Ability to act professionally and maintains appropriate boundaries with clients and staff.

Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.

Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.

Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

Education & Experience:

Minimum High School Degree + 4 years behavioral health work experience required

Or combination of Education (Associates, Bachelors, Masters) & experience

Peer Support Certification

5 years Industry experience Peer Support Specialist with Solari or other agency; dispatch, first responder, healthcare or public safety work, crisis work

1 year leadership experience

The candidate's applicable education and experience will determine where a candidate falls in the position range.
Pay Range $69,492.50 - $83,600 USD
Working Conditions:

While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak. Employees must maintain a stable and secure private home internet with a minimum of 50Mbps download and 5Mbps upload, and an average jitter less than 20% of latency. ***/

Who We Are & What We Offer:

Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Colorado. Our mission is to Inspire Hope through our talented and compassionate staff.

Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.

Friendly work environment

Generous paid time off (PTO)

Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date

Competitive compensation

Convenient office locations and Hybrid Schedule

On-site fitness room free to all employees (Tempe Office)

Basic Life Insurance

Voluntary Life, Spouse, Child Insurance

Critical Illness w/free dependents

Critical Illness Spouse

Short Term & Long Term Disability- Starts first of the month after 90 days of employment

401K & 401K Roth - Starts first of the month after 90 days of employment

United Pet Care

LifeLock for identity theft

LYRA EAP Program- 25 free sessions for mental health per family member

Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.

We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.
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