The Job/What You'll Do:

The Manager, Contact Center Operations and Clinical Services is responsible for overseeing all operational and clinical aspects of the Contact Center under the direction of the Director, Contact Center Operations and Clinical Services. These duties include but are not limited to, supervision of staff, assisting with scheduling, quality assurance, program oversight and performance management.

Responsibilities:

• Conducts all aspects of supervision to the supervisor teams and does so timely according to procedure.
• Ensures all floor procedures are accurate and up to date, attend all internal meetings related to quality, policy, and compliance.
• Ensure that contractual metrics are met daily and coach to deficiencies. Fully understand each contract KPI's, daily and monthly monitoring of call center data, interpretation of the data and implementation of plans to influence call center outcomes.
• Crisis floor liaison to interdepartmental leadership, acts as a point of contact for IT/BI, HR, etc. as directed by Crisis Director.
• Responsible for assisting department directors on lines of business role outs, inclusive of IT, outages, and testing all floor related CCX and ININ changes.
• Assists with the performance management duties to grow staff members.
• Communicates effectively and consistently with Executive team, contact center leadership and internal stakeholders
• Responsible for the completion and delivery of incident and accidents reports within the reporting requirements and deadlines of agency contracts
• Influences on-floor training concurrently evaluating its effectiveness and adjusting process as indicated
• In conjunction with the Director, CCO & CS collaborates on recruitment and hiring of CS staff.
• Ensures that the use of best practices for providing crisis services and adherence to the guidelines and requirements of Solari's accrediting bodies and state agencies
• Can be called upon to act as a crisis floor supervisor, inclusive of taking inbound crisis calls in the event the floor would have to operate without one.
• Utilizing data, reports, and other technological means, ensures program goals are met or exceeded.
• Ensure that individual productivity statistics are being used in supervision to influence positive results and behavioral change when needed
• Provide back-up support to the floor as needed to manage call delay times
• This position has on-call, onsite, and weekend coverage responsibilities as needed
• Ensures that Crisis Specialists and CC Supervisors receive clinical supervision to the frequency that is delineated in policy
• Ensure that clinical supervisors are actively engaged in crisis floor activities, including monitoring of calls, adherence to crisis policies and procedures and the completion of timely and clinically appropriate crisis staff supervisions
• Provides primary back up to the Crisis Director
• Quality of care call investigation, mediation, and resolution coordinating
• Other duties as assigned

Knowledge, Skills, Abilities:

• Demonstrates critical thinking skills and effective decision making within the context of the organization's culture
• Demonstrates clear/concise/logical verbal and written business communication for execution of vision and requirements
• Strong analytical thinking and independent problem solving skills
• Builds and maintains collaborative relationships that facilitate the accomplishment of goals
• Assures the outcomes for self and direct/indirect reports as expected and planned; Provides timely guidance and feedback to others
• Positive role model and demonstrated ability to lead supervisors and crisis staff.
• 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:

• 6+ years of experience in Contact Center preferable in behavioral health or healthcare industry, required
• 4+ years of leadership ( 2 years in a crisis call center and 1 year crisis call center supervisor experience)
• Licensure Board of Behavioral Health (Psychology; Social Work; Professional Counselor; Marriage and Family Therapist; Behavioral Practitioner; or Alcohol and Drug Counselor), Preferred
• Masters Degree in Behavioral Health or related field, Required