Company Overview

Colorado 811 is a nonprofit organization established in 1986 and located in Golden, CO. We serve as the communication link and educational resource between underground facility owners, excavators, locators, and the public. The organization works with all stakeholders to protect our Colorado underground utility lines from damage related to excavation. Working for Colorado 811 means you play a key role in our Colorado public safety and underground damage prevention mission and help keep everyone in Colorado safe while excavating.

General Responsibilities Overview:

The Call Center Manager is responsible for overseeing all daily operations of the Colorado 811 Call Center department. This includes all daily activities of the Call Center department personnel, customer service management, and data entry accuracy, including phone, chat, and online customer requests. This role includes managerial level responsibility for team scheduling, hiring, training, customer and software caller support and escalation resolution, and customer feedback management. This individual will lead Call Center department process optimization projects, while managing change initiatives and motivating team members to perform cohesively in an efficient and accurate operations environment. Additionally, this position is responsible for delivering all annual Call Center Department KPIs by managing staff, contact volume, average speed of answer, resolving customer issues, maintaining high quality standards in customer interactions, and other performance measurements.

When you join the team…

You will become part of a talented, high-performing Call Center team located in the beautiful Golden, Colorado area. We work hard and are proud of what we do, we care about Colorado…and we like to have fun too. If you are a Guru of Call Center operations, take pride in your work and team with a positive, can-do attitude, are detail-orientated, technology savvy, and have a sense of humor…come join us! The Colorado 811 Call Center is part of a nationwide, 24/7 state specific network of 811 Call Centers who deliver critical damage prevention communications to public utilities, property owners, and excavation professionals to keep underground utilities and anyone who excavates in Colorado safe. The Utility Notification Center of Colorado, aka Colorado 811, is a 501c4, non-profit organization.

In addition to a competitive salary, we provide a full complement of generous benefits including a solid leave policy, 401K retirement plan, an outstanding medical, dental, and vision insurance package, and more. As we continue to grow, we are seeking a dynamic and seasoned Call Center Manager to oversee the daily operations, performance, and development of our 24/7 customers facing Call Center team in Golden, Colorado. If this sounds like you, we would love to hear from you! This full-time, in-office/remote hybrid position located in Golden, CO, is eligible for a 100% company-paid benefits package. Check out our employee forward benefits package:

• 100% company sponsored, paid premiums for employees:
• Variety of Health Insurance Plan options
• HSA / FSA Plan
• Dental/Vision Insurance
• Life Insurance
• Short-Term and Long-Term Disability
• Employee Assistance Program
• A generous PTO benefit
• Paid Holidays
• Business Casual, Hybrid Culture

Starting Annual Salary Range: $75,000-$90,000. Pay range is an estimated guideline and based on a combination of experience and skill set factors. Individual compensation will vary based on non-discriminatory factors such as education, experience, knowledge, skill level, abilities, and other competencies. If you think you meet the requirements listed and are looking for an in-office, full-time, dynamic role, we encourage you to apply.

REQUIRED SKILLS & EXPERIENCE:

• A minimum of 8+ (eight) years of experience in a Call Center Management role, with multiple direct reports is required.
• Robust experience managing a Call Center with 50+ FTEs is required, including:
• Proficiency in using and overseeing Phone and Online Call Center data and systemAdvanced ability to analyze Call Center performance data, identify trends, staffing needs, and apply data-driven decision making.
• Proactive leadership style with a practical and common-sense approach to problem solving.
• Ability to work in a fast paced, 24/7 Call Center department environment and manage multiple projects and priorities simultaneously.
• Apply a technology forward management approach.
• Present advanced customer satisfaction and conflict resolution skills.
• Excellent communication, project, and people management skills.
• Excellent problem-solving and data driven decision-making abilities.
• Advanced proficiency in Customer Service Best Practices and Conflict Resolution Techniques for Call Center personnel.
• Strong data analytics skills to identify trends and areas for departmental operations improvement.
• Robust ability to motivate and develop junior staff.

REQUIRED EDUCATION:

• High school diploma or equivalent required; bachelor’s degree preferred. Additional education and certifications in related fields are preferred.
• Certified Call Center Manager certification such as CMPC or CCCM certification designation, or similar is preferred.

If you are passionate about leading high performing teams in a call center environment and making a difference in the community, we invite you to apply for the Call Center Manager position at Colorado 811 today!