NCSA Job Post

JOB DESCRIPTION
When you join our team, you will be utilizing your healthcare and/or customer service skills to assist with every step of the blood collection process. This includes collaborating with your team to transport and setup equipment at the collection sites in local communities, creating a welcoming and comfortable environment for volunteer donors, and following all safety procedures while collecting lifesaving blood donations that are delivered to hospitals. Entry level and skilled positions available- Phlebotomy Training provided.

Job Type: Full-time, Exempt
Salary: $55,000-65,000 annual salary, depending on experience
Union Representation: Non-Union
Schedule: In-person training required for 2 weeks.

Crisis Connections provides a variety of telephone-based support services that are free and easily accessible to anyone in our community experiencing crisis. Our service area includes King County and WA State. Our passion is to foster resilience and wellbeing for all by connecting people to accessible and compassionate support.

Job Description
This position is responsible for the development of staffing plans/models and reviewing workloads for contact centers; including voice and digital channels. This position analyzes workload and staffing impacts using forecasting data to ensure frontline staff are positioned to achieve performance goals. This position works with Business Operations & Department leadership to integrate forecasted call volume into strategic goals and tactical execution.

This position will work with IT and the department leadership teams to build future state capacity including a fully integrated software scheduling system. Duties may include analysis of existing call & attendance patterns, KPI performance data and forecasting data.

Job Duties

• Reviews forecasting and analyzes call volume trends to achieve overall results.
• Prepares and oversees absenteeism reports, Paid-Time Off forecast, and other staff utilization parameters
• Recommends corrective actions related to scheduling
• Collects and maintains data associated with long-range & short-term capacity/forecasting models
• Develops and updates schedules based on call trends & arrival patterns; including staff breaks and meal periods
• Works directly with business leaders to review trends & plans that impact staffing and recommends staffing models to ensure goal delivery
• Interfaces with multiple groups including (Operations, Contact Center Management, Training, and Quality) to ensure contact center meets performance goals
• Conducts real-time monitoring of service levels and incoming workloads to positively impact performance metrics
• Produces call data reports to business leaders
• Supports monthly forecast analysis. Documents all assumptions that go into the forecast and compares to trend data
• Leads call review meetings for assigned business lines
• Receives scheduling requests and maintains attendance tracking, reviews with leaders
  

Knowledge, Skills And Abilities

• Previous experience in Contact Center environment (both inbound & outbound)
• 2-3 years experience in workforce management, preferably in forecasting & scheduling role
• Advanced Excel/Access skills
• Experience with Contact Center scheduling tools
• Knowledge of NICE/IEX or equivalent software
  

Thriving employees means a thriving mission:

We work hard to embrace diversity and inclusion. We welcome everyone's lived experiences, cultures, and expertise, at Crisis Connections because it strengthens our team and the care we provide to the community. BIPOC, persons with disabilities, and members of the LGBTQ+ community are strongly encouraged to apply.

We are dedicated to supporting our employees by offering excellent benefits and career progression opportunities.

• Excellent medical, dental, and vision coverage including an 100% employer paid option for certain plans and coverage tiers.
• Annual wage increases
• $1000 Employee Referral Bonus for select hard to fill roles
• Generous Paid Time Off & 12 Paid Holidays
• Discount on ORCA transit pass
• Free Parking & Flexible Schedules
• Growth opportunities
• Self-care tools & weekly check ins with your supervisor

Voluntary Benefits

• Short-term and long-term disability
• Flexible Spending Accounts (FSA)
• 403B Retirement Plan
• Gym classes
  

Offers of Employment: All offers of employment are contingent upon successful completion of a background check including a Criminal History Report and Reference Check.

Computer Skills Assessment: Crisis Connections requires a basic Computer Skills assessment to measure computer literacy and skills. The assessment is approximately 15 minutes in length, and timed. HR will provide a link to complete the test after screening qualified candidates.

• This assessment will be completed on the candidate's personal computer. Upon request, candidates may take the assessment at one of our 2 office locations as an accommodation. Additional accommodations for the assessment are provided upon request.
  

Disclaimer: The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.

Equal Employment Opportunity And Non-Discrimination: Crisis Connections (CC) is committed to equal opportunity for all employees and applicants. CC does not discriminate with regards to hiring, assignment, promotion, or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information, or any other status protected under local, state, or federal law.

In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.

Crisis Connections is an equal opportunity employer. We value having employees whose skills, experience and background reflect the diverse populations we serve.

Application Information: Interested applicants should submit their application and resume to our official career page at: https://recruiting.paylocity.com/Recruiting/Jobs/Details/2011861

Contact Information: For questions and additional information please contact Ruby Hummel, rhummel@crisisconnections.org.