Operations Monitor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, monitor, and provide alerts regarding the stability and status of the 988 Lifeline.

• Collect, analyze, distribute, and report on a variety of data generated by the 988 network series.

• Monitor, utilize, and advise on internal data reporting tools supplied to the operations department by the 988 Lifeline data and technical teams.

• Develop an internal timeline for additional reporting based on operational needs and analysis.

• Manage the integration of new and updated data tools into internal operational systems.

• Notify appropriate 988 staff when any impacts on network stability are detected.

• Participate in regular meetings with the 988 data team to stay informed about internal changes.

• Assist in administering 988 services across various technological platforms such as chat, SMS, etc.

• Support the 988 Operations team with testing for chat, text, and voice communications.

• Provide analytical support and recommendations regarding staffing resources to meet operational objectives.

• Monitor Pause Code activations, counselor statuses, and review daily productivity by shift and individual counselors.

• Assist with IT-related issues by troubleshooting when necessary.

⛳️ Requirements

• Interest in mental health and suicide prevention.

• Familiarity with the nonprofit sector.

• Experience with technology.

• Data-driven approach to operational enhancement and design.

• Experience in developing and implementing data reports and tools.

• Bachelor's degree.

• Excellent verbal, written, and computer skills.

• Strong analytical abilities.

• Effective time management and organizational skills.

• Capacity to create work for oneself and identify areas of need and opportunity.

• Strong customer service orientation.

• Ability to collaborate and work effectively with others.

• Flexibility and adaptability in a dynamic work environment.

• Intermediate to advanced proficiency with MS Office, including Word, Excel, and PowerPoint.

• Advanced knowledge of Microsoft Excel.

• Strong functional analytical skills, including tracking, trending, and interpreting results.

• Process improvement skills in a call center setting.

• Strong understanding of call center metrics and systems.

🏝️ Benefits

• Medical.

• Dental.

• Vision.

• Supplemental income insurance.

• Employer-paid disability insurance.

• Employer-paid life insurance.

• Pre-tax FSA for medical and dependent care.

• 401K available.