Arizona Humane Society
  • Phoenix, AZ, USA
  • Full Time

Every pet deserves a good life. We save the most vulnerable animals and enrich the lives of pets and people. Our mission is made possible with the hard work of our valued employees. Named "Best Nonprofit" and "Best Place to Volunteer" by our community, we offer a friendly, professional work environment with a culture that promotes innovation, compassion and excellence. (Video)


Pet Resource Contact Center Manager


COLLABORATIVE TEAM ENVIRONMENT

Our department is small but mighty! We offer an opportunity to work alongside others with a passion for improvements to the animal welfare world and innovative ideas to make it happen.


WORK-LIFE BALANCE

Your team support schedule will be within the hours of 8:00am - 5:00pm Monday thru Friday. Weekend on-call availability and flexibility required.


PAWS UP FOR GREAT BENEFITS!

  • Competitive salary
  • Medical & dental
  • 401(k)
  • PTO and paid holidays
  • Discount on veterinary services
  • Got student loans? Employment with AHS may qualify you for the Public Service Loan Forgiveness (PSLF) program!

Position Overview

Our contact center team's mission is to support pet parents and good Samaritans as they navigate the best options to care for the animals of our community. They supply resources to clients for injured, orphaned, stray, healthy, owned, and displaced animals by providing a kind and compassionate experience and helping them navigate difficult decisions, with the ultimate goal of keeping pets and people together.

The Pet Resource Contact Center (PRC) Manager serves as a strategic and operational leader of the Arizona Humane Society's PRC team. This position is responsible for effective planning and execution of our multi-channel contact center solutions to meet the needs of internal and external customers, including staffing, budget, training, service delivery, problem escalation and resolution, and performance monitoring. The PRC Manager develops and implements pet surrender intervention projects, programs and funding opportunities that help keep more pets in homes by connecting community members to critical resources. The PRC Manager will implement strategies to increase customer satisfaction, collaborate with other departments on activities and special projects, and execute the long-term strategy for contact center initiatives and growth.


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Essential Functions

  • Develop and implement strategic operating plans to ensure flawless service execution of contact center operations.
  • Manage and develop Supervisor, Coordinators, and Specialists.
  • Serve as support to and oversee the management of our Bridge the Gap, and Project Home Away from Home community support programs. And, be a visionary leader in growing these programs to continue to increase our support of the community.
  • Remain knowledgeable in best practices and contact center trends.
  • Analyze performance reports and continually monitor for opportunities to increase impact.
  • Oversee process improvement implementation initiatives; research and employ technology to more effectively serve customers.
  • Deploy team building and professional development strategies to create and retain a high-performing team, consistent with AHS mission and values. Support effective stress management in team members.
  • Ensure the team is properly trained and adequately utilized.
  • Maintain high team performance while ensuring an excellent experience every time.
  • Stay up-to-date on organizational needs and capacity to proactively align messaging, materials, and support.
  • Identify trends and opportunities to increase pet surrender prevention efforts.
  • Consistently deliver proactive communication with internal clients and serve as the point of escalation when necessary.
  • Utilize metrics to evaluate individual and team performance on a daily, weekly, and monthly basis and create goals and engaging contests to drive productivity and exceed personal, team, and organizational targets.
  • Conduct 1:1s and meetings with team leaders re: performance, and attendance, and work with HR regarding termination, and related personnel actions, and initiate progressive discipline process as necessary.
  • Create and oversee the departmental budget.
  • Assure PRC grants are being utilized appropriately and that we are active in the communication of grant status, hurdles, and successes.
  • Lead weekly huddles and occasionally present to internal and external groups.
  • Oversee team hiring efforts.
  • Other duties as assigned.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


Qualifications


Education / Certifications / Licenses:

  • Bachelor's degree in a related field, or equivalent experience required.
  • Valid AZ driver's license.

Experience:

  • Minimum of five years' experience in a leadership role supporting a successful multi-channel contact center.
  • Extensive technical knowledge of contact center operations, including call flow, queue design, quality assurance, workforce management, data analytics, service level, forecasting volume, chat, and chabot.
  • Experience identifying innovative solutions and mobilizing staff to adapt to new technologies and program priorities.
  • Excellent verbal and written communication skills with a professional, calm demeanor.
  • Demonstrated troubleshooting and creative problem-solving skills.
  • Ability to lead multiple projects with changing priorities.
  • Working knowledge of customer relationship management (CRM) solutions and contact center solution platforms.
  • Non-profit experience preferred.
  • Animal welfare experience and knowledge is a plus!

Knowledge / Skills / Abilities:

Language - Able to speak, read and write English. Must have excellent communication skills. Spanish is a plus.

Mathematical - Able to develop budgets and analyze team performance data.

Technical - Above average proficiency with Microsoft Word, PowerPoint, Excel, Outlook; able to research, implement and learn other software programs as necessary. Experience with integrating and optimizing a variety of software.


Other:

Regular attendance is required. Access to reliable transportation to visit all Arizona Humane Society sites and attend meetings as needed.


Work Environment / Physical Demands:


While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. There will be exposure to dust, heat, cold and temperature changes; occasional wet floors, and animal noises, odors and dander. Most time will be spent in a typical air-conditioned and heated office environment, with opportunity to sometimes work from home.


Additional Information

The Arizona Humane Society is an Equal Opportunity Employer and a participant in the E-Verify program. Pre-employment background check.

Arizona Humane Society
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