Phone Operations Manager
Phone Operations Manager
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$ 4707 - 5000
1 Vacancy
Job Description
Job Details
Job Posting Date(s)
Description
Position Purpose:
Assist the Director of Communication Services in fulfilling the vision set forth for the Ministry by managing the messaging personal ministry and operations for the Communication Services Department. TheCSMs responsibilitiesinclude handling all AWM calls phone orders for products pledges and donations for AWM in a 24x7-hour setting including a dispersed staff who work from home and other states around the nation. The Department as of Spring 2023 consists of:
- 160 Employees
- 75000 calls per month
Essential Duties:
- Provide leadership and expertise in the creation and execution of communication strategies and oversee the production of personal ministry on the phones by the department staff
- Develop guidelines policies and procedures to provide high-quality control for all public relations and communication programs transmitted by the Deptstaff
- Collaborate with internal department managers and partner offices to identify communication needs staffing needs and schedules; and lead strategies and tactics to support the current initiative at hand
- Design develop and implement a clear organizational framework standards training processes materials measurements helpful Spirit-led responses and effective ministry
- Ensure that the CS Department operates as effectively and efficiently as possible while upholding key metrics of performance for call centers such as staff satisfaction call quality abandon rates hold times average talk time labor costs turnover rates training focus partnership growth etc.
- Coach direct and delegate supervisor responsibilities to accomplish Ministry priorities and goals; and trainskilled leaders who can take on higher levels of responsibility
- Assure messaging scheduling and delivery are appropriate for specific year-round initiatives from television marketing newsletters emails conferences/events web updates live-streaming and social media
- Manage financial aspects for the Dept including staffing purchasing budgeting and expenditure review
- Develop business case justifications and cost/benefit analyses for future CS spending staffing and initiatives
- Oversee departmentpay rate levels and keep within established guidelines
- Oversee staff performance reviews and perform performance reviews for direct reports; and seek ways to reduce staff turnover and increase the quality of staff
- Prepare discipline documentation and administer discipline as necessary
- Be an advocate for the customers/partners of Andrew Wommack Ministries during discussions of upcoming products promotions etc.
- Assure liability exposure to Andrew Wommack Ministries is limited and mitigated in all activities within our control and help identify areas of improvement for potential future difficulties obstacles or threats
- Prepare periodic written reports and presentations to the Senior Management Staff and Executives regarding project direction milestones and accomplishments and recommendations
- Manage the deployment monitoring maintenance development upgrade and support of all CS systems in conjunction with IT
- Other duties and tasks as assigned
Qualifications
Knowledge Skills and Abilities:
- Strategic focus oriented with a strong customer relation/service-centric mindset
- Able to exercise a high degree of judgment diplomacy and an impeccable commitment to confidentiality
- Strong analytical and detail-oriented aptitude; a high degree of accuracy and discernment is required
- Excellent verbal and written communication with strong listening teaching and coaching skills
- Good problem-solving skills
- Must be able to effectively operate a Windows-based computer and navigate Microsoft Office Suite
- Intermediate understanding of HR and liabilities
- Successful in managing teams with diverse skills personalities and highly organized with 24 staff and service scheduling
- Ability to see the big picture as well as have a good rapport with organization leadership and colleagues
- Proven ability to effectively develop and implement processes and systems
Requirements:
- Must have a personal relationship with Jesus Christ
- Must sign the Statement of Faith
- A bachelors degree or equivalent education is required
- Charis Bible College student or graduate is preferred
- Must pass all required checks
Experience:
- Supervisory experience with proven ability to direct operational activities and staff is required
- Prior business operations experience is required
- 3 years of Call Center Leadership and Management are preferred
- Prior interaction with phone systems and servers is preferred
- 2 years of budgetary experience is preferred
- Prior Project Management experience is a plus
- Compensation is commensurate with experience
We offer a comprehensive benefits package for full-time employees to include the following: MedicalDentalVisionPaid Time Off (PTO)Paid Holidays per year (10) Flexible Spending Account (FSA)-Medical/Dependent CareHealth Savings Account (HSA)Voluntary Life and AD&DShort Term DisabilityLong Term Disability403(b) Retirement PlanLife Assistance Program Accident/HospitalID Shield/Legal Shield and Telehealth
About Us: Andrew Wommack Ministries (AWM) is a teaching ministry of unconditional love and the balance between grace and faith. For over forty years Andrew and Jamie have been teaching the truth of the Gospel to the body of Christ by teaching at seminars in churches on radio and television by training others at Charis Bible College and by developing ministry materials designed to help you in your relationship with the Lord. We are a family here at AWM we like to have fun and we love Jesus. You will find that our culture reflects just that. Our core values demonstrate that we serve Gods people with Excellence Faithfulness and Integrity.
Are you interested in helping Andrew fulfill his vision to reach as far and as deep with the Gospel as possible
If so we are looking for someone faithful available willing to learn; and passionate about taking the Gospel Truth to the world.
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Required Experience:
Manager
Employment Type
Full-Time
