Contact Center Operations Manager

Job Type
Programmatic/Project Management
Organization
Dept. of Housing and Community Development
Job Description

Massachusetts Department of Housing and Community Development (DHCD) is seeking a Contact Center Operations Manager in the Division of Housing Stabilization!

 

AGENCY MISSION:

DHCD is within Housing and Economic Development Secretariat and its work touches the lives of all Massachusetts residents.

 

DHCD's mission is to strengthen cities, towns and neighborhoods to enhance the quality of life of Massachusetts residents by providing leadership, professional assistance and financial resources to promote safe, decent affordable housing opportunities, economic vitality of communities and sound municipal management.

 

OVERVIEW OF ROLE:

The primary responsibility of the Contact Center Operations Manager, (hereinafter known as “the Manager”) is to partner with the Field Operations team within the Division of Housing Stabilization (DHS) to build consistency, efficiency, sustainability, and resiliency into its service delivery operations involving the processing of applications and eligibility determinations for the Emergency Assistance program. This will involve the establishment, monitoring and analysis of key performance indicators related to DHS Field Operations activities and outcomes, as well as the implementation of key initiatives to support program performance improvements.

 

This position will elicit staff involvement as needed, create relevant data reports and visualizations using existing technological platforms for analysis, propose protocol and procedural documents to improve performance, and manage the dissemination of information to ensure the actualization of performance improvement initiatives.

 

The Manager will also be responsible for responding to ad-hoc data requests, performing routine analyses and reports, assessing complex problems through data analysis and other tools, and developing insights to drive program and policy-based solutions. Overall, the Manager helps to develop and establish sustainable processes and strategies that promote a data-driven culture across DHS field operations.

 

Where appropriate, the Manager also acts as a liaison between the Field Operations team and other DHS or DHCD units on various issues. Where appropriate, the Manager facilitates communication within DHS, the agency and with interagency and external partners.

 

The agency’s mission to strengthen cities, towns and neighborhoods to enhance the quality of life of Massachusetts residents is met through DHS’s development of policy and programs that are based on a housing first approach provision of Emergency Assistance (EA) benefits.

 

DUTIES AND RESPONSIBILITIES (NOT ALL INCLUSIVE):

 

1) Contact Center Leadership:

  • Serve as the primary business owner and co-administrator (with IT) for DHCD’s new contact center solution that will be used by Field Operations (and possibly additional units such as Placement) with responsibilities that include but are not limited to: 

          - Manage and maintain call flows and call flow documentation.

          - Analyze and revise processes related the Emergency Assistance intake process prior to the start of a formal EA application.

          - In partnership with the Field Operations Team, the broader DHS data team, and the contact center vendor, make any changes to the configuration of the - product and/or generate formal product enhancement requests as necessary to support the work of the unit.

          - Serve as the primary owner of the data collected in the new contact center solution. Partner with the Field Operations Team, the Research and Evaluation Unit, Executive Office of Housing and Economic Development (HED) Information Technology (HED-IT) , and Executive Office of Technology Services and Security  (EOTSS) to manage and evaluate the data.

          - In partnership with the Field Operations Team, DHCD Operations Director, HED-IT, and EOTSS, serve as the DHS point person for all contact center telephone issues, including troubleshooting a subset of user issues related to business operations.

 

2) Monitoring & Continuous Improvement:

  • Contact center call volumes, call queue wait times, and other relevant data patterns on a daily basis to propose and enact real-time changes to respond to constituent needs and fluctuations in call patterns.
  • Workflows to ensure that callers are being responded to promptly, that voicemails are appropriately screened, that follow-up calls are assigned and completed, and that no potential applicant is falling through the cracks.
  • Analyze historical call volumes, call queue wait times, and other data patterns on a weekly, monthly, quarterly, and annual basis to propose and enact process improvement, policy, and standard operating procedure changes to respond to constituent needs.
  • Proactively monitor performance, including service level standards and key performance indicators, through various statistical and reporting methodologies, including creating performance dashboards, to ensure quality standards are met.
  • Drive continuous improvement as an important element of service delivery.
  • Manage implementation strategies, tactical planning, and tracking results against outcome measures aligned with the Department’s mission and objectives.

 

3) Planning:

  • Lead workforce planning efforts for the Field Operations unit including resource sharing, staffing peak periods, and staff forecasting.
  • Manage outputs and required improvements to the workforce planning system.
  • Design process for proactively implementing workforce planning functionality into non-phone business areas.

 

4) Collaboration:

  • In partnership with the Director, Deputy Director(s), Assistant Director(s) and Supervisors of Field Operations, establish and manage the workflows required to respond to telephonic, email, and in-person service inquiries related to applying for Emergency Assistance, including but not limited to:

          - Partner with the Research and Evaluation unit within DHS for continual review of the operations steps and software supporting the application and eligibility determination processes and identify help implement operational and/or technological changes where appropriate to improve processes for applicants and potential applicants, clients, DHCD staff, and data completeness and quality for monitoring and evaluation purposes.

          - Identify and help implement process improvement changes, policy changes, and standard operating procedure changes to improve key outcomes as directed by the DHS Director, Field Operations Director, and others.

          - Work with the Field Operations management team to establish unit-wide performance goals and service level expectations.

 

5) Reporting & Communication:

  • Provide reports to the Field Operations management team on a regular cadence on the performance of the unit in meeting its goals (not individual level employee performance), including via regularly scheduled data driven performance improvement meetings that use data to inform service delivery changes.
  • Develop communication and briefing materials related to how the contact center technology, workflows, and processes, as well as field operations outcomes, fits in with the work of other EA units such as Placement, Americans with Disabilities Act (ADA), and others.
  • Utilize written and oral communication skills to effectively communicate with staff and collaborate with interdivision, interagency, and outside partners with project involvement.

 

6) Other Administrative:

  • Drive project activities by regularly scheduling and participating in project team meetings: draft agendas, generate minutes, assign action items and responsibilities, set timelines, monitor and report on progress, evaluate obstacles and retool plans accordingly.  Ensure adequate participation by business users assigned to project teams.  Ensure appropriate prioritization of simultaneous projects.
  • Manage special projects as assigned by the Division Director or Field Operations Senior Staff

 

PREFERRED QUALIFICATIONS:

  1. Project management experience with experience in the management and development of an integrated software solution combining the functionality of multiple systems.
  2. Service and operations experience including with a contact center system, especially in the provision of social services and/or the delivery of highly scrutinized customer service operations.
  3. Excellent written and verbal communication skills with ability to interact effectively with staff, leadership, clients, and stakeholders and to deliver clear, concise communication material
  4. Strong analytic and problem-solving skills with demonstrated success in process improvement.
  5. Proven leadership and mentor experience with capability of fostering a collaborative environment and working with others at all levels of an organization as well as partnerships.
  6. Experience leading through ambiguity, flexibly responding to new information and meeting unanticipated demands, and bringing order to chaos.
  7. Experience with issues related to housing, homelessness, human services, etc.
  8. Experience working on policy implementation, program administration, and/or service delivery, preferably in the context of community, economic, housing, human services, social, or urban policy.
  9. Familiarity with the Massachusetts Emergency Assistance (EA) program.

 

COMMENTS:

Please upload resume and cover letter.

 

This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days, as needed.

 

Salary placement is determined by years of experience and education directly related to the position and the Human Resources Division’s Recruiting Guidelines. In the case of a promotional opportunity, the salary provisions of the applicable collective bargaining agreement will apply to placement within the appropriate salary range.

 

Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines. Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

 

PRE-OFFER PROCESS:

A background check will be completed on the recommended candidate as required by the regulations set forth by the Human Resources Division prior to the candidate being hired.

 

QUALIFICATIONS:

 

MINIMUM ENTRANCE REQUIREMENTS:

 

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

 

Substitutions:

 

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

 

II. A Bachelor’s degree in a related field may be substituted for two (2) years of the required (A) experience.

 

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

 

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

 

Comprehensive Benefits:

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! at https://www.mass.gov/commonwealth-employee-benefits-and-rewards

 

Executive Order #595: As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption.

 

An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

 

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

 

Official Title: Administrator VI

Functional Title: Contact Center Operations Manager

Primary Location: United States-Massachusetts-Boston-100 Cambridge Street

Job: Community and Social Services

Agency: Department of Housing & Community Development

Schedule: Full-time

Shift: Day

Job Posting: Apr 7, 2023, 4:23:32 PM

Number of Openings: 1

Salary: $41,017.08 - $106,375.00 Yearly

If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Jessica Molina - 8572480160

Bargaining Unit: M99-Managers (EXE)

Confidential: No

Hybrid Work Eligible: Yes