Lead, manage, and support a team of 100+ volunteer hotline operators across the state of Massachusetts online, handling difficult and sensitive situations with professionalism & efficiency.
Provide coaching, training, and mentorship to team members to ensure effective communication, support, and problem-solving across multiple streams of communication
Oversee the coordination of communication and logistics across multilingual teams, ensuring smooth workflow and accurate information transfer between statewide, regional, and local teams.
Develop and implement best practices for hotline operations, including quality assurance, performance monitoring, and de-escalation support and management
Maintain and enhance technological tools and platforms used for managing call flows, tracking support tickets, and streamlining internal and external operations.
Ensure team adherence to organizational policies, procedures, and agreements.
Monitor hotline metrics, analyze trends, and provide strategic recommendations for process improvements.
Support flexible volunteer schedules as needed.
Qualifications and Experience
Experience working in rapid response environments and/or running scaled volunteer programs
Ability to handle multiple tasks in emergency-type environments
Strong leadership skills with the ability to manage, motivate, and support large teams online.
Exceptional communication and interpersonal skills, ideally with fluency in at least one of the three working languages (Spanish, Portuguese, Haitian Creole., Additional languages are an asset).
Demonstrated ability to coach and develop volunteers in an emotionally demanding setting.
Solid understanding of technology tools for call center operations, workflow management, and communication platforms.
Strong organizational and problem-solving skills with ability to navigate complex logistical challenges.
Demonstrated ability to delegate and hold people accountable.
Ability to work flexible hours, including nights, weekends, and emergency shifts as needed.
Resilient, adaptable, and able to maintain composure under pressure.