PAY RANGE:

$63,746 - $85,000 / Annually

POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. This position will lead the strategic and day-to-day operations of our inbound and outbound contact center, ensuring service excellence, team well-being, and alignment with the organization’s mission. This role is critical in maintaining high-quality service delivery, optimizing performance, and fostering a supportive and purpose-driven team culture.

ESSENTIAL FUNCTIONS/JOB DUTIES:

•  Leadership & Strategy
  • Develop and execute strategic plans for the service center in alignment with organizational goals and community needs
  • Oversee multi-branch service operations and maintain consistent performance standards
  • Lead and mentor a team of staff, promoting a value-driven, inclusive culture
  • Provide guidance during crises or high-demand periods, ensuring resilience and adaptability in operations
  • Forecast seasonal demand and proactively implement strategies for operational needs
  • Provides training, assistance, and guidance to supervised staff
  • Conducts ongoing, systematic observations, evaluations, and coaching of staff
  • Collaborate with departments and branches to improve communication and service efficiency
• Operational Oversight
  • Oversee daily operations to ensure service levels, response times, and quality metrics are consistently met or exceeded
  • Monitor service volume trends and staffing needs; manage workforce planning, scheduling, and resource allocation
  • Manage service escalations with empathy and professionalism, resolving conflicts effectively through phone and email communication
  • Utilize and optimize technologies (e.g., telephony, CRM systems, analytics tools) to improve service delivery. 
  • Implement AI tools to enhance the customer and staff experience when using the service center
• Quality & Compliance
  • Establish and uphold service standards, scripts, and quality assurance protocols aligned with regulatory and ethical standards
  • Ensure compliance with privacy laws, safeguarding policies, and organizational guidelines
  • Handle escalated services or complaints with professionalism, empathy, and effectiveness
  • Maintain ongoing cybersecurity and IT training to strengthen team capabilities, compliance, and security awareness
• People & Culture
  • Foster a culture of care, inclusion, and continuous learning across the team.
  • Develop training programs and career pathways for service center staff.
  • Coordinate site visits with departments to enhance understanding of programs and culture
  • Support staff wellbeing through mental health initiatives and regular engagement activities.
• Reporting & Improvement
  • Analyze performance metrics and prepare regular reports for senior leadership.
  • Identify trends, challenges, and opportunities to drive continuous improvement.
  • Lead initiatives to improve service accessibility and equity for all clients.
  • Develop and monitor live data dashboards to track daily operations and performance
  • Evaluate data reports and implement automated workflows to streamline processes and improve department efficiency
     

QUALIFICATIONS:

Skills & Knowledge:

• Bachelor's degree in Business, Management or related field required.
• YMCA Team Leader certification preferred.
• Minimum two years related experience (e.g., supervisor or customer service) required.
• Minimum age of 18.
• Reliable transportation to and from assigned location required.
• Child Abuse Prevention training required within 30 days of hire.
• Able to be CPR, First Aid, and AED certified.
• Fulfillment of state-specific hiring standards and completion of YMCA program-specific training.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Commitment to inclusion and compliance with the Americans with Disabilities Act (ADA)

WHY THE Y?:

• Free Y membership with employment 
• Referral bonuses - Y employees can earn cash or Y credit bonuses for referring a new hire*
• Up to 60% discounts for yourself, family, and even your siblings on Y programs, camps, preschool, childcare, and more.
• A values-led, supportive work environment where your leadership helps change lives.
• Flexible working arrangements and an inclusive culture that embraces diversity.
• Ongoing professional development and training opportunities.
• Health insurance, dental insurance, scholarship, retirements, and transportation support

*See job opportunities page for full detail.