Contact Center Manager

Niles, Michigan | Full-time

The Revive Our Hearts Contact Center Manager will oversee all aspects of the Ministry Contact Center Team (including Customer Services, Data Processing, and Biblical Correspondence) to provide excellent support through phone, mail, email and online chat to new and existing constituents, who may have questions or concerns or who may just need someone to pray with them.

Responsibilities

• Represent, support and promote the mission of Revive Our Hearts and the Ministry Partner Program.
• Manage, motivate, inspire, train and mentor the Contact Center Team to deliver excellent results that support the ROH Strategic Plan.
  • Determine work schedules, department coverage & manage time off requests. 
  • Provide ongoing encouragement and feedback, conduct annual reviews, keep job descriptions up to date and handle other administrative/supervisory functions. 
  • Develop a cohesive team that intentionally & regularly connects although remote.  
  • Lead team meetings and assure effective communication to, from, and within the team. 
  • Be part of the team and assist constituents, as needed, on phones, emails & online chat. 
• Oversee the Fresh Desk software application to manage phone, email & online chat and provide measurable department metrics. 
• Ensure issues brought to our attention by either constituents or internal staff are resolved or followed up on in a timely manner. 
• Handle escalated calls or ensure they are cared for by a knowledgeable team member.