Screening Unit Manager (Call Center)

Bay Area Legal Services is seeking to fill a full-time Screening Unit Manager (Call Center) position on our Centralized Intake Screening (CTI) team in Ybor City.

The Screening Unit Manager will manage and oversee the organization’s screening unit operation. They will have direct and indirect supervisory responsibility for the Intake Screeners in the Centralized Telephone Intake (CTI) Unit. Provides oversight for the daily workflow of the Team. Recruits, interviews, hires, and trains supervisory and other staff. Provide performance reviews and development of staff, handle discipline and corrective action for staff. Develop and implement training and quality programs for new hires and existing staff. Establish performance metrics, service levels and requirements for the Team. Establish and implement policies and procedures to ensure a quality client experience. The position provides strategic support to the overall telephone, online, and walk-in intake processes for the organization and works with BALS’ Information Technology Dept. to ensure new grants, programs, etc. are incorporated into and supported by the Unit’s intake and screening procedures.

Applicants seeking employment with us should understand and share our commitment to the BALS’ mission and vision, and be willing to abide by the four core values of Bay Area Legal Services.

Office Location

Ybor City
1302 N 19th Street
Suite 400
Tampa, FL 33605

Illustrative Duties:

  • Periodically monitor the daily workflow of the Team. Review proposed staffing schedules from the Screener Supervisor to ensure sufficient coverage. Review staff time for bi-weekly payroll, confirm and approve hours worked. Work with Supervisor to approve time off requests as necessary.
  • Establish performance metrics for Screeners. Establish service levels and requirements for the department. Develop and implement ongoing training and quality assurance programs for new hires and experienced employees.
  • Recruit, interview, hire, train and evaluate screening staff. Provide constructive and timely feedback on performance issues, development and performance evaluations. Handle discipline and corrective action for staff.
  • Document, update, implement, and execute policies and procedures to facilitate a quality client service experience. Acts as a liaison between the Screening Unit and other Teams/Departments.
  • Develop and implement methods to record, assess, and analyze customer feedback.
  • Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention. Provide input and maintain costs within the Team’s budget.
  • Lead monthly screener meetings to address new information, performance metrics, service level achievement, system updates, new procedures, required training etc.
  • Participate on committees as required by the Deputy Director and Team Leaders, with the approval of the CTI Team Leader.

Minimum Qualifications:

  • Bachelor’s degree, or degree can be substituted with a minimum of five years of related call center supervisory/management and other experience required,
  • 2 years of call center management experience
  • Experience preparing reports presenting statistical data
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Strong supervisory and leadership skills.
  • Proficient with Microsoft Office Suite or related software.

Desirable Qualifications:

  • Experience working in non-profit organization or law firm
  • Paralegal
  • Bilingual – English and Spanish 
  • Legal Call center experience

Compensation: 

  • Starting salary $53,550.00, increases based on relevant experience.
  • Excellent benefits and reimbursement for travel for work related events.

 
How to Apply:

  • Send Resume and Cover Letter to recruiting@bals.org and state where you learned about this position.    

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.