Resource Center Manager - West_

San Antonio

Great benefits. Competitive pay. We know these are some of the things people look for in a job.

But if you’re the kind of person who also cares about making an impact and serving our nation’s wounded warriors and their families, then you’re exactly the kind of person we’re looking for. When you join Wounded Warrior Project, you’re committing to making a difference. We make a commitment to you too – helping you to find that spark, ignite your passion to serve, and embark on a career with meaning and purpose.

At Wounded Warrior Project we recognize our mission cannot be accomplished without our talented teammates, which is why we’re proud to offer benefits such as:

+ A flexible hybrid work schedule (3 days in office, 2 days’ work from home)

+ Full medical, dental and vision coverage for both teammates AND family members

+ Competitive pay and performance incentives

+ A fun, mission focused and collaborative team environment

A mission that matters is just the beginning, so if you’re ready to get started, we’re ready for you.

The Wounded Warrior Project (WWP) Resource Center Manager plans and manages the customer service activities, business processes, and staff in the WWP Resource Center and ensures the efficiency and quality of service.

Note: The WWP Resource Center is a multi-channel contact center that serves and supports wounded warriors and their families to assist warriors with their long-term recovery and empowerment.

DUTIES & RESPONSIBILITIES

+ Manage the Resource Center team as they provide warrior support through telephonic helpline assistance and reply to inbound and outbound emails. Ensure quality service and warrior satisfaction.

+ Train and develop team members. Identify individual training needs and develop plans for immediate and long-term performance. Conduct coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.

+ Maintain the customer access channels.

+ Provide feedback on productivity and quality results. Provide analytics regarding the Resource Center’s productivity and quality results.

+ Plan and organize resources to ensure efficiency and quality customer service.

+ Mange work schedules and ensure appropriate workload planning to support the organization’s strategic objectives and customer expectations.

+ Promote a supportive environment in which employees are encouraged to solve problems and address customer issues

+ Participate in budgeting and strategic planning activities for the Resource Center and measurement functions.

+ Stay current on available technologies and processes with the potential to improve the efficiency of the Resource Center and client interactions.

+ Ensure current and accurate data in WWP internal systems.

+ Other related duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

+ Demonstrated success leading, coaching, and mentoring staff. Proven management skills that foster an open dialog with staff. Team-oriented, with a desire to engage with others on day-to-day activities.

+ Strong interpersonal skills. Ability to interact effectively with diverse individuals and build effective working relationships. Demonstrated emotional intelligence. Ability to respond to sensitive matters with diplomacy and empathy.

+ Demonstrated understanding of WWP programs and services offered to wounded warriors.

+ Demonstrated understanding of military culture and veteran issues, the emotional impact of combat, and the challenges faced by wounded warriors.

+ Demonstrated ability to provide high-level service to warriors and their family members.

+ Demonstrated strong attention to detail in a fast-paced environment.

+ Demonstrated ability to effectively delegate, monitor workload and analyze work processes and metrics.

+ Strong written and verbal communication skills. Demonstrated ability to utilize effective verbal probing techniques to obtain information.

+ Demonstrated ability to establish credibility, be decisive, influence others, and affect change.

+ Strong critical thinking skills with a demonstrated ability to problem-solve and identify viable solutions.

+ Strong organizational skills. Demonstrated ability to respond to changing priorities and deadlines in a fast-paced, working environment. Demonstrated ability to prioritize work effectively.

+ Demonstrated proficiency using Microsoft Office and Salesforce.

+ Ability to maintain confidentiality and safeguard sensitive data.

+ Unequivocal commitment to the highest standards of personal and business ethics and conduct.

+ Mission-driven, guided by core values, and a pleasure to work with.

EXPERIENCE

Requirements

+ Three years of experience in a contact center environment.

+ Three years of coaching or mentoring experience.

+ Two years of experience using a customer relationship management system, e.g., Salesforce.

Preferences

+ Three years of experience with non-profit or government call centers.

+ Three years of military experience or background in military community support services.

+ Two years of experience working in the WWP Resource Center.

EDUCATION

Requirements

+ Bachelor’s degree. Equivalent combination of education, experience, training, or certification may be considered in lieu of degree.

WORK ENVIRONMENT/PHYSICAL DEMANDS

+ General office environment; temperature controlled.

+ Sitting for extended periods.

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Wounded Warrior Project® is an equal opportunity employer committed to providing equal employment opportunity to all persons without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, marital status, citizenship, age, veteran or military status, disability, genetic information, or any other characteristic protected by law.

Please note:Wounded Warrior Project is not seeking assistance or accepting unsolicited resumes from search firms without a written search agreement in place. All resumes submitted by search firms to any employee at Wounded Warrior Project via email, the Internet or directly to hiring managers at Wounded Warrior Project in any form without a valid written search agreement in place will be deemed the sole property of Wounded Warrior Project, and no fee will be paid in the event the candidate is hired by Wounded Warrior Project as a result of the referral or through other means."