POSITION SUMMARY:
The Pet Resource Center Manager serves as the leader of AHS’ Pet Resource Center (PRC), a call center dedicated to educating community members and providing pet owners resources that can help them make informed decisions about the animals in their lives.
The PRC Manager provides strategic and operational leadership and is responsible for ensuring consistent operations, communication and performance in the call center, including but not limited to evaluating and developing staff performance, analyzing data and implementing strategies to increase customer satisfaction, collaborating with other departments on daily activities and special projects, and executing the long-term strategy for call center initiatives and growth. The PRC Manager partners regularly with internal and external stakeholders to develop and implement surrender intervention projects, programs and funding opportunities that help keep more pets in homes by connecting community members to critical resources.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Manage daily operations of call center and staff, including administrative responsibilities.
2. Analyze performance reports and continually monitor for opportunities to increase impact.
3. Research and employ technology to more effectively serve customers.
4. Serve as an effective leader ensuring high team performance and organizational impact. Recruit, hire and develop employees in consistency with AHS mission, vision and values. Complete monthly performance evaluations and ride-alongs with PRC staff members. Support effective stress management in team members.
5. Maintain live answer rate of 93% while ensuring an exceptional customer experience.
6. Analyze and communicate PRC statistics regularly via a variety of channels.
7. Ensure effectiveness and impact of resources provided through developing a case management approach.
8. Stay up-to-date on AHS’ organizational needs and capacity to proactively align PRC messaging, materials and support.
9. Identify trends and opportunities for surrender intervention at AHS and within the community.
10. Proactively lead efforts to develop PRC long-term growth strategy.
11. Create and oversee budget.
12. Other duties as assigned.
QUALIFICATIONS:
1. Bachelor’s degree preferred.
2. Three to five years of demonstrated success leading a high-performing team.
3. Three to five years of experience in customer service or call center operations (or related field)
4. Knowledge of technical call center operations, including call flow, queue design and data analytics preferred.
5. Ability to drive and integrate technology.
6. Excellent verbal and written communication skills.
7. Must be adaptable to change and able to work independently.
8. Demonstrated experience leading projects.
Language Skills: Able to speak, read and write English. Must have excellent communication skills. Spanish language helpful.
Mathematical Skills: Able to develop budgets, do payroll and estimate costs.
Computer Skills: Above average proficiency with Microsoft Word, PowerPoint, Excel, Outlook; able to research, implement and learn other software programs as necessary.
Certificates, Licenses, Registrations: Valid AZ driver's license.
Other Skills, Abilities and Qualifications: Regular attendance is required. Access to reliable transportation to visit all Arizona Humane Society sites and attend meetings as needed.
Physical Demands: While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment: There will be exposure to dust, heat, cold and temperature changes; occasional wet floors, and animal noises, odors and dander. Most time will be spent in a typical air conditioned and heated office environment.
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