Director, Workforce Management & Telephony, ASPCA Contact Centers

Please make sure to attach your resume to complete your application.

Summary:

The ASPCA Contact Center includes the nation’s leading animal poison control center, client support for a vast array of ASPCA programs, and member support, all of which operate to support ASPCA goals and initiatives. The Director, Workforce Management & Telephony provides oversight for Contact Center scheduling and is responsible for ensuring high quality, timely schedules, and progressive schedule practices. The Director also maintains significant telephony responsibility and is responsible for call flows and telephony business processes to ensure a system that meets staff, client, and donor needs. The Director’s support in these areas will aid in the ASPCA Contact Center teams to pursue the ASPCA’s overall goals of ensuring animals live good lives, where they are valued by society, protected by its laws, and free from cruelty, pain, and suffering.

The ASPCA Animal Poison Control Center (APCC), is the leading animal poison control center in North America, and is committed to serving pet owners and the veterinary community. The Center helps animals by assisting, around-the-clock, in the prevention and treatment of poisonings from natural and man-made chemical exposures.  Staff members use proprietary database resources, containing nearly over four million cases, to provide life-saving information. The Center is committed to protecting and improving the lives of animals through the promotion of poison prevention and publication of new findings. Annually, staff members field over 400,000 calls and manage nearly 300,000 cases.

The ASPCA Client and Member Support (CMS) department provides program and research related contact center and logistical support and supports ASPCA members and the public. The team delivers services for: Community Engagement, Community Medicine, ASPCA Adoptions, ASPCA Animal Hospital, ASPCA Spay/Neuter Alliance, Grants, Field Investigations and Response, R&D, and ASPCA Media & Communications. Annually, team members field over 300,000 incoming and 31,000 outbound calls and support nearly 20,000 email contacts.

The Director, Workforce Management & Telephony reports to the Senior Director, Strategic & Business Operations.

Responsibilities:

Workforce Management (40%)

  • Lead the scheduling process for a growing team of 200+ remote call center staff, to ensure appropriate staff resource and operational management for all contact center teams while balancing staff needs for work/life balance and meeting needs for off-phone work and staff engagement activities
  • Maintain a thorough understanding of workforce management (WFM) planning and technologies
  • Proactively research and participate in ongoing WFM training, and use knowledge and learnings to evaluate potential and provide recommendations for ongoing schedule improvements
  • Critically evaluate ASPCA Contact Center schedule procedures; identify areas for change; and, with collaboration from contact center leadership and two-way feedback from managers and staff, evaluate and implement changes to ensure progressive schedule practices
  • Develop and maintain strong relationships with contact center staff and managers, and promote open, two-way dialogue and feedback regarding schedule needs, processes, and practices
  • Oversee communications with managers and staff regarding schedule
  • Collaborate with Operations and Contact Center staff and managers to ensure high quality schedules are delivered to staff in a timely manner
  • Prepare reports and provide data and analysis monthly and at other times, as requested

Telephony (40%)

  • Maintain a high level of expertise regarding contact center telephone technology
  • Develop a detailed understanding of ASPCA Contact Center processes, including but not limited to workgroups, roles and assignments, schedules, channels, scripts
  • Collaborate with VP, ASPCA Contact Center Operations and contact center leadership to improve call flows and telephone system functionality to support Contact Center staff in providing excellent service to clients and donors.
  • Proactively investigate ways to improve contact center services and collaborate with contact center leadership, managers, and staff to evaluate ideas; make decisions regarding pursuit; implement as appropriate, while ensuring a high level of communication
  • Collaborate with IT and vendors regarding telephone maintenance and updates
  • Troubleshoot telephony issues and provide appropriate resolution or escalation
  • Ensure documentation of and maintenance of call flows and messaging
  • Provide detailed telephony reports monthly and at other times, as requested

Staff & Operations Support (20%)

  • Provide leadership, including mentoring, coaching, goal setting, and annual performance review for a team of WFM and Operations professionals
  • Provide excellent external customer service, through regular Customer Service queue contact center support
  • Assist the ASPCA with other duties as assigned

Qualifications:

  • Proven experience organizing and influencing multiple teams and departments, while working in a remote environment
  • Excellent communicator in written and verbal form
  • Excellent judgement and sense of personal responsibility, professionalism, and the ability to use discretion and maintain confidentiality
  • Ability to balance strategic thinking with driving measurable results and management excellence
  • Ability to build strong relationships and to influence and motivate people to desired outcomes
  • Strong knowledge of contact center workforce management, general operations, policies, and practices
  • Thoughtful and strategic with an ability to craft plans multiple steps ahead
  • Exceptional project management and execution skills with the ability to prioritize effectively and meet deadlines
  • Experience leading cross functional teams
  •  Ability to work well in a collaborative environment
  • Ability to deliver results in a fast-paced environment
  • Ability to work independently with a solution-based orientation to problem-solving
  • Enthusiasm for operating amidst complexity and change
  • Excellent analytical skills and attention to detail
  • Periodic after-hours availability to support team members working 24/7/365
  • Proven ability to promote diversity, equity, and inclusion in the workplace
  • Ability and willingness to travel up to 10% of the time as needed (Please note, travel requirements may be modified temporarily due in part to COVID-19; this remains a requirement of the position, and we expect normal travel volume to resume as the organization resumes normal operations)
  • Proven track record of successful project management

Qualifications:

See above for qualifications details.

  

Language:

English (Required)

Education and Work Experience:

  

Bachelor’s degree or equivalent experience, Leadership experience required, preferably in a health care or contact center environment. This can include staff management, overseeing business processes, and cross-departmental collaboration., Minimum 3 years telephony administration experience required. This can include account management, queue set up and management, scripting, and other telephony support., Minimum 3 years WFM leadership experience required. This can include assessing/analyzing schedules, forecasting, and metrics data, change management, and experience with workforce management systems, with preference for call center-based experience.

COVID Statement:
The ASPCA strives to maintain a COVID-free workplace. To that end, being fully vaccinated is a condition of employment for all ASPCA employees, including new hires, except where prohibited by applicable state or local law. The ASPCA makes reasonable accommodations for qualified applicants with disabilities or sincerely held religious beliefs that prohibit a person from being vaccinated.

Our EEO Policy:

The ASPCA is an Equal Employment Opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws.  A reasonable accommodation is a change in the ASPCA’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA.  Please inform the ASPCA’s People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status,  or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

Please don’t forget to attach your resume to complete your application.

About Us:
The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.

The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.

The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.

At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA’s vision – that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.