Reports to:  Director of Operations

Position summary:  Directs all relay operations and all related operations activities within the Relay Center with primary emphasis on quality and efficiency. The Relay Center Manager oversees the development of all Relay staff to ensure the success of the company.  Has primary responsibility for insuring that all relay services, features, and quality standards meet the expectations of relay users.


Essential functions:

• Oversees the overall quality of relay services by making suggestions that improve call procedures and call processing for relay users.  Recommends service or quality improvements based upon the feedback of relay employees and users. 

• Responsible for monitoring the Relay Center financial statement and adhering to budgetary constraints as it relates to the management of the center.

• Monitors compliance with federal and state requirements related to relay system performance and develops corrective actions in areas that are in noncompliance. 

• Reviews relay statistics on a daily basis and use such information to increase the efficiency of the center and enhance the quality of service to end-users.

• Responsible for meeting center staffing requirements determined by the staffing department.  Assists the staffing department by making suggestions for contingency plans to meet peaks and valleys of relay traffic. 

• Works with other Relay Center Managers in developing incentive programs that allow us to meet the needs of our customers as well as motivate employees. 

• Manages all personnel issues in a manner that follows center policies and procedures.

• Understands monitors, maintains, and communicates policies and procedures clearly, accurately, and in a timely fashion.  Follows and establishes “rules” of decorum, etc. on the relay floor and for general activity within the center.
 
• Manage and mentor Relay Staff.  Supports activities of Human Resource Representative and/or Human Resource Assistant.

• Maintains confidentiality of any information obtained regarding personnel, procedures, and technology.
 
• Conducts performance reviews.  Oversees performance review process for Relay Staff.   Computes proposed wage rate changes for all personnel and does so in a highly confidential manner.
 
• Works with other Relay Center Managers in developing programs that decrease employee attrition. Manages and develops new programs to reduce absenteeism and continuously make suggestions to improve these programs. 

• Communicates with employees about new development and service enhancements.

• Shows a high commitment to education and encourages individuals to continue to grow their skills and knowledge.  Provides on-going training and supervision to improve employee abilities.

• Provides a strong source of motivation to the Relay Staff.  Develops and fosters a positive, energetic, enthusiastic work atmosphere that stresses team above self.

• Participates as an active team member with other company leadership.


Other responsibilities:
 
• Develops and implements special projects as needed.

• Performs other work-related duties as assigned.
 
• Ability to work a flexible schedule when needed.

• Knowledge of deaf and or hard of hearing culture is preferred.

• Makes efficient use of technology for optimum production results.

• Works consistently with minimal supervision.

• Must be willing to travel to other Relay Centers as needed.


Preferred education, experience and skills:

• Bachelor’s Degree or equivalent work experience. Two to three years management experience in a call center, relay or telecommunications environment.

• Experience and knowledge of American Sign Language or deaf culture is desirable.
 
• Ability to organize and prioritize work.  Strong verbal, written, analytical and interpersonal communications skills including the ability to read speak and understand English well.

• Ability to stand, sit and walk for extended periods of time.