Customer Support Manager

COMPANY OVERVIEW:

The YWCA El Paso del Norte Region is the largest and most comprehensive YWCA in the United States. We are dedicated to eliminating racism, empowering women, and promoting peace, justice, freedom, and dignity for all.

Become part of our amazing team—exciting opportunities are waiting for you! Join us in making a difference while growing your career with purpose and passion.

Employment Benefits Include:

• Free membership to any of our YWCA locations
• Indoor heated pools open year-round for water aerobics
• Two locations offering lap swimming (East and Central)
• Access to weight rooms and cardio equipment at all locations
• Fitness classes including Yoga, Pilates, Aquacise, and Zumba

Join a team committed to strengthening our community while supporting your personal and professional growth.

• Katharine White Harvey Branch - 313 Bartlett Dr. El Paso, TX. 79912

• Shirley Leavell Branch - 10712 Sam Snead Dr. El Paso, TX. 79935

• Joyce Jaynes Branch - 1600 Brown St. El Paso, TX. 79902

• Escobar Branch - 115 Davis Dr. El Paso, TX. 79907

JOB SUMMARY:

Under general management direction, within the framework of CCS and Workforce Solutions Borderplex (WSB) Policies and Procedures, assumes operational responsibility for the effective functioning of customer support team staff located at one or more locations. This position supports respectful, responsive, and accountable service delivery through oversight of the customer support center, customer communication, referral processing, outreach coordination, and reporting. This position is grant funded. Continuation of position is contingent upon the availability of grant funds.

• Regular attendance at Employer's place of business and/or during particular hours, as assigned, is an essential function of this position. Employees must comply with and follow YWCA’s attendance policy at all times, unless a reasonable accommodation is requested and granted, as required by law.
• Manages and monitors assigned program or department. Manage staffing assignments, call volume, email inquiries, and text communication at assigned location(s), anticipating workloads based on historical patterns and specific programs that will generate increased child care requirements.
• Hires, supervises, trains, counsels, evaluate and/or terminates employees in assigned department. Involuntarily terminates employee upon consultation with human resources and supervisor.
• Assures high-quality customer service to parents and providers. Troubleshoots service challenges, produces appropriate resolution and coordinates with Eligibility Managers, Associate Administrator, and Administrator to solve service issues.
• Assist in maintaining departmental systems and platforms used to support customer service, eligibility, communication, and reporting functions.
• Implements and administers assigned department related procedures and Board approved policies and objectives.
• Ensure staff properly implements TWC, WSB, and YWCA policies.
• Monitors key performance indicators, metrics, and goals to ensure service standards and program expectations are consistently met.
• Uses data, call trends, customer feedback, and program metrics to identify service gaps, recommend improvements, and support timely, consistent, and accountable service delivery.
• Ensure referrals received from Workforce Center and other community partners are processed within established guidelines.
• Works as a team with other department managers, supervisors, Administrators to determine overall direction of unit and procedures.
• Coordinates with the Quality Assurance Manager and others, as appropriate, regarding remedial training to address areas noted for improvement during monitoring of calls.
• Prepares, reviews, and analyzes reports on a weekly, bi-weekly, and monthly basis related to caseload activity, processing status, performance outcomes, staffing needs, and compliance trends.
• Ensures completeness, confidentiality, and security of client records.
• Is prepared, during times of heavy volume and/or staff shortages, to perform duties of the Customer Support staff (conducts client intake/eligibility and processes call volume).
• Works a schedule designed to meet the needs of the area of responsibility.

JOB QUALIFICATIONS:

• Bachelor’s degree required. in human services-related field preferred.
• Two (2) years of progressively responsible experience in the human service field is required.
• Prior related supervisory or lead experience required.
• Excellent verbal and written communication skills required, with ability to speak in public and respond to questions articulately.
• Excellent interpersonal skills required, with ability to interact at all levels.
• Ability to employ tact and diplomacy along with comprehensive subject matter expertise in working with families, staff, and representatives of other agencies.
• Must be able to work under pressure with constant interruptions.
• Must be well organized and be able to handle multiple priorities.
• Must be able to work independently and autonomously as required.
• Must be able to make sound judgments, have excellent decision-making skills, and possess strong conflict resolution skills.
• Must be familiar with the operation of personal computers and have knowledge of MS Office software.
• Bilingual abilities in English/Spanish strongly preferred.
• Must have access to vehicle and possess valid driver’s license and sufficient liability insurance.

ANTICIPATED BENEFITS:
YWCA Membership and Program Discounts
Basic Life Insurance and Retirement
Medical, Dental and Vision