Job Description

POSITION SUMMARY:

   Support for Team Manager of the Call Center:

• Write and deliver performance evaluations and performance plans for Ministry Services Representatives
• Maintain and deliver monthly budget and Ministry Reports
• Oversee duties performed by Special Accounts Representative, and Guest Services Specialist(s)

ESSENTIAL FUNCTIONS:

• Work with Lead Trainer to maintain a Call Center training program that encompasses all of Our Daily Bread, Discovery House, Christian University and Revive Our Hearts products, processes, quality control and data entry functions. 
•    Troubleshoot problems for the Call Center both internally and with external customers. Responsible for most communication and troubleshooting with our outsourced call center to ensure proper phone coverage, procedure updates, and reporting of their performance.
• Oversee duties performed by Special Accounts Representative, and Guest Services Specialist(s), including writing and delivering their performance reviews, plans, and individual improvement plans. Approves hours worked and time off requests.
• Maintain department reporting (daily, weekly and month end reporting, scorecards, etc.).
• Maintain policy and processing information in the Call Center portion of IRIS.
• Back-up to Team Manager and Trainer.
• Assist as backup wherever needed (front desk, processing Automation, and as a Ministry Service Representative). Be fully crosstrained in MSR, Front Desk/Switchboard and all additional Call Center Functions.
• Create and maintain Ministry Service Representative schedules.

STUDY OR KNOWLEDGE AND EXPERIENCE:

• Associate’s Degree or equivalent experience. 
• Demonstrated leadership skills.
• Teaching experience or skills required.
• Excellent oral/written communication skills.
• Microsoft Office experience. 
• Must be detail oriented.
• Experience as an MSR is required, receptionist, and Mail Processor is required.
• Good customer service/people skills
• Demonstrates a mindset for continuous improvement.
• Strive to live a life consistent with Biblical principles and demonstrate continued growth and spiritual    development.

INTERNAL WORK ENVIRONMENT:

Extensive communication with individuals on the team and with other ministry teams. Quality feedback and personnel topics may be sensitive.  Discretion, sensitivity, and tact are required. Main point of contact for direct reports regarding policy and procedure. Write/deliver performance reviews and performance plans. Confidentiality of information is a must. Open, professional, and honest communication with manager.

EXTERNAL COMMUNICATION REQUIREMENTS:

Extensive communication with ODB Ministries’ public and outsourced call center when troubleshooting problems with customers.   Discretion, sensitivity, and tact are required

LEADERSHIP RESPONSIBILITY:

Provides or delegates training to Ministry Service Representatives, initially and on-going.

Works closely with the Team Manager and scheduler to manage the work of the call center. Holds individuals accountable for meeting quality and contributing to a positive work environment.  Provides ongoing and formal feedback to individuals on the team. Oversee the duties of direct reports. Representative of the teams to others in the ministry. 

STEWARDSHIP OF RESOURCES:

Ensures that MSRs uphold the quality service values of the ministry. 

MISCELLANEOUS FACTORS:

• Based on biblical principles, our statement of faith and the richness of our organization’s history, we will strive to reflect our commitment to diversity by honoring the ministry’s mission, vision, values/ethos and guiding principles.

Our Daily Bread strives to embody a Biblically based commitment to Diversity and Inclusion