Supervisor, Contact Center Operations… at American Red… · Dallas

Supervisor, Contact Center Operations Support Location: Dallas, TX Please use Google Chrome or Mozilla Firefox when accessing Candidate Home. By joining the American Red Cross  you will touch millions of lives every year and experience the greatness of the human spirit at its best.  Are you ready to be part of  the world's largest humanitarian network? Join us—Where your Career is a Force for Good! Job Description: TDE supporting DR#230-26 Job Summary Supervise the implementation of the disaster services program in an assigned geographic area. Lead and supervise Disaster program staff and volunteer team responsible for local preparedness, response, and recovery management as well as management of government partnerships within assigned area. Implement disaster preparedness, response, and recovery programs in the local area. Ensure the development of Disaster leadership volunteers in each of the program support functional areas of the disaster cycle to meet the needs of the area, region, state and division.  Drivers for this work include the number of municipalities within its coverage area, the amount and complexity of program activity, presence of significant grant funding, geography, risk, population, frequency of events, and regional structure.  Provide support, development and/or leadership guidance to all volunteers. Responsibilities 1. Empower Volunteers: Manage and support an employee and volunteer team responsible for the implementation of volunteer-led disaster services programming throughout the assigned geographic area, or functional activities throughout the region. Functional activities include mass care, response, community preparedness, recovery, and planning and readiness. Ensure disaster services are delivered in a rapid, accessible, and equitable manner, both culturally and linguistically, to meet the urgent, disaster-caused needs of our clients, with a focus on frontline communities. 2. Lead the Program: Supervise employee(s) and implement either disaster cycle services activities within assigned geographic area or specific functional activities within the region. Monitor, collect and analyze business data to improve services to individuals and communities. Ensure compliance with data protection and privacy regulations while managing sensitive disaster-related information. Work with regional disaster program management to create and improve plans for successfully meeting disaster cycle services programmatic vision. Provide feedback to support the continuous improvement process. 3. Mission Capacity Building: Develop and support disaster volunteers who are the primary workforce, and representative of the communities they serve, both culturally and linguistically. Cultivate and develop Disaster Leadership Volunteers, including volunteer partners, to meet specific responsibilities as part of their work in disaster readiness, preparedness, response, and recovery. Lead and empower a diverse team of volunteers and employees. This includes, but is not limited to, hiring, training, coaching, delegating, coordinating, and evaluating and managing performance to ensure a well-qualified, empowered team and enhance programmatic success. Collaborate with Disaster Workforce Engagement Team. 4. Engage Community: Lead and coordinate efforts in assigned geographic area to prepare and mobilize communities and engage partners with specific functional expertise and assets to prepare for, respond to, and recover from disasters and emergencies. Serve as Facilitative Leader. Plan and coordinate activities and ensure direct reports are conducting community listening and engagement activities alongside chapter leadership, disaster program management, community volunteer leaders, and all other business lines to guarantee the Red Cross is the most trusted disaster services provider. Engage and include diverse stakeholders reflective of all dimensions of diversity in the community across the disaster cycle, including disaster relief operations. 5. Manage in a Matrix: Build relationships and collaborate in the matrix management environment with internal partners, including employees and volunteers. Cultivate transparent communication and collaboration between lines of business to meet shared goals and objectives, including timely and effective service delivery and community presence. Develop and implement plans to meet assigned regional targets in collaboration with disaster program management. Work at the direction of assigned supervisor. 6. Know Your Communities: Act as the local Red Cross disaster subject matter expert within assigned geographic area to maximize Red Cross presence and community engagement and mobilization. Prospect and partner with local organizations and leaders supporting frontline communities and community resiliency before, during and after disasters. These include community-based and faith-based organizations supporting disaster services, key emergency management and government entities, and other leaders in the field of disaster services. 7.Ready to Respond: Initiate and coordinate disaster relief operations in assigned geographic area, or functional activities in the region in alignment with the Disaster Cycle Services Concept of Operations. Serve during times of disaster as a leader for the assigned geographic area, upon completion of training requirements. Deploy and participate in operations outside of home region. Perform all assigned responsibilities under “grey sky” requirements with potential for deployment as directed. ------------------------- Scope Directs daily operations of work unit. ------------------------- Qualifications Education: Bachelor's degree required. Experience: Minimum 3 years of related experience or equivalent combination of education and related experience required. Management Experience: 1 year of lead or supervisory experience. Skills & Abilities: Excellent interpersonal, verbal and written communication skills. Develop project plans & budgets. Demonstrate in-depth knowledge of program or service. Demonstrated ability in creating presentations and developing training modules. Develop strategies to achieve organizational goals. Demonstrated analytical and decision-making skills to develop creative processes for continuous program or service improvements. Proven track record of collaboration with diverse groups and individual's representative of all of the demographics of this community, facilitation, problem solving, marketing, leadership, and partnership management. Ability for planning, public speaking, project management and process improvement. Must be customer oriented, organized, and able to operate with an orientation toward solutions, with an external focus, and team orientation. Intermediate proficiency with MS Office software, including Word, Excel, PowerPoint, and Outlook. Familiarity with federal, state and local employment laws. Ability to work outside of regular duty hours including nights and weekends. Must be able to perform all assigned responsibilities under “steady state” requirements. Ability to work on a team. Chapter-based positions: Geographic Community Disaster employees are expected to work daily in their assigned geographic area to engage and mobilize communities and support volunteers. Regional positions: Regional leadership and functional employees are expected to work daily within their region's geographic area to provide leadership and functional support, engage and mobilize communities, and support volunteers. Deployment Requirement: Regional disaster employees are required to deploy to disaster relief operations outside of their region at a minimum of once a year. Deployments contribute to skill building, career development and exposure to different types of disasters. Employees must meet all training and physical capacity requirements for deployment. Travel: Travel may be required. *Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Management experience cannot be substituted). ------------------------- Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The work environment will consist of moderate noise (i.e. business office with computers, phones and printers, light traffic). The employee must have the ability to work in a small cubicle and have the ability to sit at a computer terminal for an extended period of time. DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Apply now!  Joining our team will provide you with the opportunity to make your career a force for good! The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. ​ Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws. AmeriCorps, the federal agency that brings people together through service, and its partners — the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance — launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an EONSpartner and share our employment opportunities with the network of organizations. Interested in Volunteering? Visitredcross.org/volunteertoday to learn more, including our most-needed volunteer positions. To view the EEOC Summary of Rights, click here:  Summary of Rights