Vice President of Contact Center Services
: Job Details :

Position: Vice President of Contact Center Services

Location: New York, NY, 10005

Job Id: 2390

# of Openings: 1

Department: H2H Connect Contact Center

Reports to: Chief Program Officer

Location: Hybrid-Flexed

Salary range: $183K to $210K*

*New hires are typically brought into the organization between the minimum to midpoint of the salary range posted depending on qualifications, internal equity, and the budgeted amount for the role.

Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health's groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

How This Role Makes a Difference

The Vice President of Contact Center Services leads the work of Vibrant's Here2Help Connect Contact Center (H2H), a multichannel contact center with 4 main departments and over 400 employees operating 14 hotlines with unique needs. The guiding principle of H2H is to be present for struggling community members; ensure their safety and facilitate connection to appropriate services. H2H is a national and local leader in innovating best practices to provide behavioral health services via telephone, web chat, and SMS text message. Programs include NYC 988, the largest metropolitan crisis contact center line in the country, HOPEline New York State problem gambling and substance use addiction hotline as well as crisis support for managed care organizations, alternative EAPs, and technology companies.

The Vice President, Contact Center Services directly supervises Here2Help's leadership team. This team is tasked with developing, implementing and operating an enterprise-level Contact Center to offer exemplary care to consumers and business partners. The Vice President must balance both strategic vision as well as tactical execution. They are a good listener, motivator, innovator, communicator and advocate. They are a leader who values a collaborative work culture that is committed to accountability, service excellence, supportive management, continuous improvement and innovation to better meet the needs of our communities.

Responsibilities

The Vice President, Contact Center Services is responsible for:

Leadership:

• Provide effective, inspiring direction to H2H leadership team consistent with the current organizational strategies and initiatives.
• Lead a motivated, productive and collaborative team through open communication, delegation of responsibilities and involved oversight.
• Cultivate a culture of mutual accountability while recognizing the need to balance staff wellness in a high pressure, high stakes environment.
• Work closely with Chief Program Officer (CPO), Finance and H2H leadership to ensure department profitability, manage costs and run a highly efficient operation.
• Effectively communicate to executive management the programmatic performance as measured by the contractual metrics along with other productivity indicators to ensure achievement of funder/client commitments service standard.

Performance Governance:

• Rigorously maintain service quality and improve business practices through consumer feedback, data analysis and intervention monitoring.
• Strategize with Directors and Operational staff to develop a recruitment pipeline for staff, fellows/interns, and volunteers to ensure adequate staffing for new and existing programs.
• Be innovative and willing to challenge the status quo; Investigate and implement best practices based on clinical research, industry standards and promote the effective and efficient use of staff, technology, and business resources within H2H teams.
• Develop staff talent by identifying and connecting team members to professional development opportunities.

Partnership Management:

• Maintain clear and transparent communication channels with business partners and regulatory agencies.
• Thought partner with other departments to support business development activities including cost, resources and alignment with Vibrant's mission.
• Collaborate with Tech leadership in the identification and evaluation of new technologies and/or services to enhance Contact Center performance.
• Represent H2H and the work of Vibrant with external constituency groups, including community, governmental and private organizations.

The Successful Candidate is:

• Passionate about Vibrant's commitment to connecting individuals and families with emotional support and care when, where and how they need it.
• A strategic, highly motivated, hands-on professional with exceptional interpersonal and communication skills who can move a team forward by inspiring and motivating people with creativity, energy, and a sense of humor.
• Highly collaborative, resourceful, and results-oriented with the ability to generate new ideas, prioritize, plan, and set goals and objectives, and support the team.
• A strong relationship builder and communicator with experience engaging community partners, government agencies, and funders.

Qualifications:

• Bachelor's degree required.
• Ten years of progressive leadership, experience in a large scale, complex customer Contact Center environment preferred.
• Demonstrated success in Contact Center best practices and management, including establishing quality and productivity measurements, training, reporting and analytics and leveraging technology.
• Strong organizational skills, ability to work with all levels of staff and management, good oral and written communication skills, detail-oriented.
• Experience and aptitude to analyze financial data against operational metrics to support operations management activities and decision making for a multimillion-dollar budget.
• Strong technical aptitude and analytical skills to lead initiatives to improve effectiveness and efficiencies within areas of responsibilities.
• Demonstrated commitment to high levels of quality, customer service and client satisfaction.
• Must have proficiency with various software applications including Microsoft Word and Excel, Outlook, PowerPoint and contact center platforms.

Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks' vacation, plum benefits, etc.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does not charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.

#J-18808-Ljbffr