Call Center Manager - Naperville, IL

Who is Gateway Foundation?

Gateway Foundation, Inc. is a national non-profit dedicated to helping individuals with substance use and mental health disorders. Established in 1968, Gateway provides essential tools and knowledge for recovery, positively impacting hundreds of thousands of lives. Operating through its Community Services, Corrections Divisions, and Corporate Headquarters, the organization is recognized for innovative, effective treatment approaches and maintaining high standards.

Why join us?

Discover a rewarding career where you can find both personal and professional fulfillment while aligning your values with your work. You'll have the opportunity to make a meaningful impact by aiding individuals in overcoming addiction. We pride ourselves on being an organization that values you and strives to be an employer of choice, fostering a vibrant culture that promotes teamwork and professional growth. Your voice matters here; we actively listen to and value our employees' thoughts, allowing you to be part of organizational decisions. At Gateway Foundation, diversity, equity, and inclusion are principles that we embrace in every community we serve. Additionally, enjoy access to wellness programs, including weekly yoga sessions and chair massages. Join Gateway Foundation today and become part of a team dedicated to making a positive difference in the lives of others.

The Call Center Manager is responsible for:

• Manages the daily operations of a call center; supervises and assigns work to staff responsible for responding to inbound and outbound customer inquiries about substance use disorder and mental health services and scheduling patients for treatment.
• Monitors random calls, gathers and tracks call quantities, forecast call volume and identifies quality improvements.
• Develops KPIs and success metrics for operations-focused call center performance.
• In conjunction with leadership, designs service standards in alignment Gateway Foundation’s strategic plan goals and objectives; and makes appropriate budget recommends for area of responsibility.
• Develops and administers training manuals and program guidelines to establish consistent key indicators and policies for telephone scripts, call center training, contingency programs, and backup planning.
• Periodically evaluates systems in coordination with Information Systems to ensure they are cost efficient, externally competitive, administratively sound, and meet the needs of the department; makes recommendations on same.
• Interviews, hires and evaluates the performance of assigned staff; assigns and schedules work, recognizes staff performance, and recommends discipline and discharge of assigned staff as necessary to ensures optimal performance and adherence to attendance policies.
• Participates in recommending and developing policies and procedures for call center operations and implements procedures to improve the efficiency of operations. Identifies barriers to delivering optimal customer service in response to clients’ needs and makes recommendation for corrective action.
• Gathers internal and external data to report on the performance, call volume, tracking and conversion rates of incoming calls for review by senior management. Develops and augments tracking programs, systems, and other tools as required.
• Oversees the operation of various internal systems which include but are not limited to; call monitoring, call tracking, texting systems, internet chat programs, and call volume analysis programs.
• Participates in various special projects or assignments, as an individual or team leader, such as creating databases and reports, evaluating procedures; and contributing expertise in development of proposals, recommendations, and strategies that promote achievement of overall goals and business plans.
  
  

Requirements:

• Bachelor’s degree in business administration, information systems, or related field.
• Five years of progressive experience, growth and responsibilities in a call center with at least two years management experience. Experience in the healthcare, substance use, mental health or related field experience is a plus.
• Interpersonal skills necessary to oversee and direct the work of others, to present information effectively in person or in writing, to clearly communicate with Gateway managers and employees, regulatory agencies and to negotiate and manage vendor contracts.
• Analytical skills necessary to organize and coordinate assigned operations and activities, develop call center and customer service strategies and goals, identify emerging call center and customer service needs and trends, identify and resolve problems, and design and analyze statistical reports and so forth.
  
  

Physical Requirements:

• Ability to communicate with others, in groups or individually, to gather and present information.
• Ability to respond to telephone inquiries, emails, and instant messages.
• Ability to proofread, check and verify data and text from printed form and computer monitor display.
• Ability to use a keyboard and video display terminal to enter, retrieve, and/or audit information and data.
  
  

Benefits at Gateway Foundation:

Health and Wellness:

• Medical, dental, and vision insurance for employees and dependents
• Employee wellness program promoting health and fitness and offering cash-saving premiums
• Employee assistance programs focused on mental health
  
  

Financial wellbeing:

• 403(b) Retirement Plan with 3% employer match
• Short-term and Long-term Disability and Life and AD&D Insurance paid for by Gateway
• Flexible Spending Accounts for medical and dependent care
• Public Service Loan Forgiveness (PSLF)
  
  

Flexibility and time off:

• 18 paid time off days per year – accrual rates increase with years of service
• 9 paid company holidays
• Work-life-balance
  
  

Personal Development:

• Training & Development Programs
• Tuition Reimbursement - up to $5,250 per calendar year
• eLearning access to online courses that provide CEU’s and job-related training
• Clinical Supervision: Formal and informal guidance
  
  

Gateway Foundation is an Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets. Please view Equal Employment Opportunity Posters provided by OFCCP here.