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Call Center Director job in Thomasville at Baptist Children's Homes

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Call Center Director at Baptist Children's Homes

Call Center Director

Baptist Children's Homes Thomasville, NC (On Site) Full-Time
Job Title: Call Center Director

Location: Thomasville, NC

Method to apply: company site:


The Call Center Director is responsible for managing the day-to-day operations of the North Carolina Baptist Aging Ministry (NCBAM) Call Center. This position provides administrative services and direct supervision for the Call Center. He/She is responsible for providing high-quality, comprehensive information and referral information to callers who contact NCBAM. The individual in this position must demonstrate the Organization's purpose, philosophy, policies and procedures and its mission to an aging population.


* Bachelors Degree in Human Services or related field, from an accredited University or Seminary; plus two years experience in related field or a combination of experience and education
* Excellent computer and research skills (Microsoft Office Suite with Excel, database management skills and record keeping)
* Possess proven skills in proper telephone etiquette, active listening, and assessment
* Excellent communication skills, including ability to relate effectively with people from all economic, racial, age, ethnic, and social groups
* Experience in conducting community outreach and ability to do public speaking
* Must have the capability to manage, plan, organize, implement, monitor and maintain the operations of the NCBAM Call Center and other assigned BCH duties. Previous experience with Call Center Management is highly desirable
* Possess interpersonal skills and characteristics such as resourcefulness, initiative, adaptability, analytical and decision-making skills, relationship-building skills, self-awareness, physical energy, creativity, maintain focus on the tasks at hand, comprehension, attention to detail, time management, emotional stability, and reliability
* Ability to become certified by the Alliance of Information and Referral Systems (AIRS), upon meeting eligibility requirements (training will be provided)
* Must have a trustworthy character and exercise discretion in handling confidential information
* Must possess the ability to apply active listening skills to develop rapport with NCBAM contacts, BCH constituents and employees
* Meets the general qualifications for employment as outlined in the organization's personnel policies
* Respects the cultural diversity of others, and strives to create a positive relationship
* Valid driver license with the ability to operate agency vehicle


* Supervises and maintains all the operations of the call center-including NCBAM call line for frail aging adults 65+ and part-time Call Center staff.
* Participates in hiring new employees, transfers, promotions, salary actions, terminations, performance evaluations and budgeting preparations
* Train Call Center Staff on NCBAM policies and procedures for NCBAM Call Center.
* Communicates internally and externally in a tactful, courteous, and professional manner, recording and delivering pertinent messages and following up on calls or correspondence with requested communication as needed in a timely manner
* Guide staff to effectively assess callers' needs; facilitating possible solutions to expressed needs; make accurate referrals to appropriate community agencies, churches, and other local programs and services that are available
* Provide callers with requested information using a variety of database programs, human services, and knowledge of Eldercare services available in North Carolina
* Exhibit professionalism when communicating with Baptist Children's Homes of N.C. (BCH) employees and public contacts
* Research callers' requests for appropriate information
* Maintain high standard of accuracy in correspondence and scheduling of training events related to the Call Center
* Use effective and appropriate leadership skills with staff and volunteers

Data Processing and Management:

* Acquire and maintain a high level of familiarity with the different data bases, programs and services for senior adult needs
* Investigate and maintain information regarding community services
* Manage and maintain all NCBAM data and records-for NCBAM Call Center
* Coordinate any changes, additions, modifications needed to NCBAM database

Volunteer program development

* Develop and implement volunteer recruiting and appreciation program with NCBAM team committee
* Plan minimum of two annual volunteer appreciation events

Tracking Outcomes and Follow Up

* Follow up with callers when appropriate to determine if they received the services they needed
* Track outcomes of call center and referrals
* Generate the monthly call center reports in a timely manner
* Manage data and reports for special NCBAM programs and partnerships
* Provide reports as requested by the Director and for the BCH Performance and Quality and Improvement Coordinator

Knowledge and Training:

* Become AIRS certified upon meeting eligibility requirements (training will be provided)
* Continue increasing knowledge and skills in the area of senior adult care and services as needed to carry out the responsibilities of the position
* Master new techniques and skills as required to perform duties efficiently
* Develop and implement training program for both Referral and Provider Databases
* Regularly hold refresher training for staff and volunteers

Professionalism and Teamwork:

* Serve as an advocate for callers when appropriate
* Represent the organization and ministry of NCBAM in a professional manner
* Participate in 90-day and annual staff performance evaluations
* Keep supervisor(s) informed on current status of total work responsibilities
* Carry out all assignments and directives of the Director of NCBAM according to the established timelines and deadlines set forth
* Interact appropriately with staff in a team environment, with goals and objectives to yield best results for the organization
* Perform tasks as assigned by the Director of NCBAM using varied and pertinent technological applications


Capability to operate standard office machines such as copier, computer, fax, calculator, etc. Proficiency to work within Microsoft Windows environment -- Outlook, Excel, Internet Explorer, Word and any other software programs needed to perform the services of NCBAM and BCH.


Ability to read, write and complete necessary documents. Possess the skills to effectively present information (both written and oral) and respond to questions from callers, resources and the general public.


Regular contact with colleagues in all departments, as well as with outside individuals and groups; should represent Baptist Children's Homes of NC, Inc. in a positive manner. Contacts outside of the agency where proper handling of situations is of utmost importance as the agency's image could be affected.


Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form and ability to draw conclusions.


Work with confidential data such as telephone conversations, referrals, care and case records, family information, BCH administrative and program data that if disclosed, would have adverse internal and/or external effect.


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 essentials. While performing the duties of this job, the employee is regularly required to sit; stand; walk; hear; drive; use their hands and arms. The employee is occasionally required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This could include working indoors and outdoors, with heat or cold conditions in either or both.

Recommended Skills

  • Active Listening
  • Adaptability
  • Administration
  • Analytical
  • Attention To Detail
  • Call Centers
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