Manager, Dispatch and Contact Center Operations - Solari

Tempe, AZ

About the Job

The Job/What You'll Do:

Responsible for the management and daily operations of the Dispatch department and assists in ensuring operations of the Crisis Lines and Warm Line. Focus on key performance indicators per industry standards and contractual scope of work. Utilizes management skills to build a positive culture and strong teamwork environment.

Responsibilities:

Oversee day to day Dispatch operations, utilize reporting technology to assess departmental performance to ensure that response times are minimized, and that care is quality-driven
Ensures supervisory team is actively engaged in the management of employee performance; includes monitoring of aggregate and individual performance and removing barriers to employee success
Attend ongoing coordination meetings with funders, mobile unit partners, community providers, and Maintain strong collaborative relationships with these external parties
Roll out new lines of business/policies/procedures to support the mission of Solari
Update and Maintain the Business Continuity Plan for all crisis contracts
Participates in coverage as needed to operate 24/7/365 Dispatch and Contact Center Supervisor operations
Utilize knowledge of telephony systems contact center technology to ensure inbound phone calls are routed correctly.
Other duties as assigned

Knowledge, Skills, Abilities:

Telephony and other contact center technology systems
Electronic Health Record
effective decision making
critical thinking
strong verbal and written communication skills
flexible interpersonal communication style
plans effectively
ability to build and maintain professional
collaborative relationships, effectively manage a team
Ability to act professionally and maintains appropriate boundaries with clients and staff.
Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

Education & Experience:

6 years of experience in dispatch, behavioral health or related field, Required
4 years leadership experience, required
Bachelors Degree
- comparable combination of education and/or applicable experience will be considered

^{Working Conditions:}

^{While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak. Employees must maintain a stable and secure private home internet with a minimum of 50Mbps download and 5Mbps upload, and an average jitter less than 20% of latency. https://speed.cloudflare.com/}

^{Who We Are & What We Offer:}

^{Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Colorado. Our mission is to Inspire Hope through our talented and compassionate staff.}

^{Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.}

^{Friendly work environment}
^{Generous paid time off (PTO)}
^{Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date}
^{Competitive compensation}
^{Convenient office locations and Hybrid Schedule}
^{On-site fitness room free to all employees (Tempe Office)}
^{Basic Life Insurance}
^{Voluntary Life, Spouse, Child Insurance}
^{Critical Illness w/free dependents}
^{Critical Illness Spouse}
^{Short Term & Long Term Disability- Starts first of the month after 90 days of employment}
^{401K & 401K Roth - Starts first of the month after 90 days of employment}
^{United Pet Care}
^{LifeLock for identity theft}
^{LYRA EAP Program- 25 free sessions for mental health per family member}

^{Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.}

^{We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.}

Source : Solari