SUMMARY
The UCC Operation Supervisor will support the UnidosUS Counseling Connection (UCC) in overseeing the daily call activities of the program and for meeting or exceeding the performance measures established for the operational team. The team is responsible for providing housing and financial literacy counseling services to clients through virtual and telephonic communication, document and track caseloads through client management systems and maintain call volume during outreach campaigns.
This position will support the strategic goals of the UCC Program Manager by studying, analyzing, and monitoring the program’s activity internally and externally. A successful candidate will advise, recommend strategies, and coordinate staffing plans within the program’s business goals and objectives.
Salary $47,971 - $59,986
Essential Functions
- Monitor program operations to meet performance requirements, including quality, productivity, attendance, compliance, and discuss needed activities with program manager to manage issues.
- Identify operational issues and troubleshoot or suggest possible improvements.
- Training and preparing call center representatives to understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Examine and evaluate agent performance to allow program manager to determine course of action.
- Preparing reports and analyzing data to assist management team as they determine call center goals.
- Verify call center productivity each month to help prepare monthly funders report and invoices for call center service delivery.
- Deploy the department’s resources quickly and effectively by processing and organizing payments of all invoices for vendors and consultants and against all contracts with community partners. Develop relationships with other internal staff to improve speed and quality of issue resolution and to recommend process improvements as needed.
- Resolve escalated client concerns to determine appropriate action, balancing superior service with fiscal responsibility.
- Working with counseling leads and management team members to support agents in drafting/editing/updating standard operating procedures and/or training materials.
Required Qualifications
Education & Experience
- Associate Degree in Business Administration or related field of study preferred.
- 5 years of experience in a call center and/or customer service industry with at least 3 years of demonstrated experience in a lead or supervisor role to include monitoring call center performance and maintaining or improving service quality.
- Minimum of five (5) years of experience in advanced customer service or sales skills, along with training and coaching skills to motivate employees.
- Minimum of three (3) years of experience in user interface/user experience, technology application customer journey support, and phone-based or online chat service delivery.
- Basic understanding of mortgage products and programs and the loan application process.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Bilingual (English/Spanish) fluency
- Demonstrated experience with and knowledge of the Latino community.
Skills & Abilities
- Steadfast commitment to UnidosUS mission, vision, values, and principles of ethical standards (Excellence, Respect, Accountability)
- Familiarity and commitment with the U.S. Latino community, Latino nonprofit organizations, and the Latino market a plus.
- Ability to grasp and understand new methodologies/technologies quickly.
- Excellent written and verbal communication skills
- Excellent problem solving, leadership, and customer service skills.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
- Proficient with MS365 Office Suite with specific emphasis on Excel reporting and analysis.
- Embraces feedback and approaches work with a “growth” mindset.
- Ability to create systems, establish protocols, and recommend efficiencies.
- Ability to manage multiple tasks and goals, prioritize among assignments, and problem- solve.
- Ability to maintain attention to deadlines, and function effectively under pressure and communicate clearly and effectively about workload/priorities.
- Collaborates effectively to get things done, building, and nurturing strong relationships.
Competencies
- Analytical - Synthesizes complex or diverse information; Collects and researches data. Uses intuition and experience to complement data, Designs workflows and procedures.
- Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Physical Demands and Work Environment
- Coordinate multiple tasks simultaneously.
- Perform some repetitive motion activities.
- Sit for long periods of time.
- Frequently required to utilize hand and finger dexterity.
- Frequently/Continually required to talk or hear.
- Occasionally required to lift/push light weights up to 25 pounds.
- Specific vision abilities required for this job include [close vision, distance vision, peripheral, depth, and ability to adjust or focus].
- Utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.
- The noise level in the work environment usually is quiet to moderately loud.
COVID-19 Considerations:
- All employees are required to be fully vaccinated against COVID - 19.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ABOUT US
UnidosUS, previously known as NCLR (National Council of La Raza), is the nation’s largest Hispanic civil rights and advocacy organization. Through its unique combination of expert research, advocacy, programs, and an Affiliate Network of nearly 300 community-based organizations across the United States and Puerto Rico, UnidosUS simultaneously challenges the social, economic, and political barriers that affect Latinos at the national and local levels. For more than 50 years, UnidosUS has united communities and different groups seeking common ground through collaboration, and that share a desire to make our community stronger. For more information on UnidosUS, visit www.unidosus.org or follow us on Facebook, Instagram, and Twitter.
Employment with UnidosUS is contingent upon the successful completion of a background screen.
EQUAL OPPORTUNITY EMPLOYER. All qualified applicants will receive consideration without regard to race, color, national origin, marital status, religion, gender, age, disability, sexual orientation, gender identity or expression, personal appearance, family responsibilities, political affiliation, or enrollment in a college, university, technical school, or adult education.
Pay: $47,971.00 - $59,986.00 per year