Job Location : New York,NY, USA
Position: Vice President of Contact Center Services
Location: New York, NY, 10005
Job Id: 2390
# of Openings: 1
Department: H2H Connect Contact Center
Reports to: Chief Program Officer
Location: Hybrid-Flexed
Salary range: $183K to $210K*
*New hires are typically brought into the organization between the minimum to midpoint of the salary range posted depending on qualifications, internal equity, and the budgeted amount for the role.
Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health's groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.
How This Role Makes a DifferenceThe Vice President of Contact Center Services leads the work of Vibrant's Here2Help Connect Contact Center (H2H), a multichannel contact center with 4 main departments and over 400 employees operating 14 hotlines with unique needs. The guiding principle of H2H is to be present for struggling community members; ensure their safety and facilitate connection to appropriate services. H2H is a national and local leader in innovating best practices to provide behavioral health services via telephone, web chat, and SMS text message. Programs include NYC 988, the largest metropolitan crisis contact center line in the country, HOPEline New York State problem gambling and substance use addiction hotline as well as crisis support for managed care organizations, alternative EAPs, and technology companies.
The Vice President, Contact Center Services directly supervises Here2Help's leadership team. This team is tasked with developing, implementing and operating an enterprise-level Contact Center to offer exemplary care to consumers and business partners. The Vice President must balance both strategic vision as well as tactical execution. They are a good listener, motivator, innovator, communicator and advocate. They are a leader who values a collaborative work culture that is committed to accountability, service excellence, supportive management, continuous improvement and innovation to better meet the needs of our communities.
ResponsibilitiesThe Vice President, Contact Center Services is responsible for:
Leadership:Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks' vacation, plum benefits, etc.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.
Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.
Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does not charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.
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