United Way of Southwestern PA is seeking a Quality & Training Manager for our 211 Contact Center located in Pittsburgh, PA. Similar to the 9-1-1 service, 211 is a nationally recognized, easy-to-remember phone number that quickly and effectively connects people to human services and community resources tailored to meet caller needs. The Quality & Training Manager will be responsible for ensuring our 211 Contact Center meets or exceeds all quality standards and that our callers have a positive experience in their time of need. The manager will also be responsible for oversight of the 211 staff training program, including new employee orientation and ongoing training sessions for our team of 45+ resource navigators. They will also participate in attaining and maintaining accreditation from the International Alliance of Information and Referral Systems (AIRS). Bachelor’s degree in human services or related field, or 5+ years of significant contact center experience required.
United Way is looking for 2-1-1 Resource Navigators!
We are urgently in need of service-oriented, computer savvy 2-1-1 Resource Navigators to help our community with basic needs, free tax assistance, and COVID-19 services. This is not your ordinary call center job! We hire dedicated, talented people with big hearts to handle customer inquiries by phone, text, chat, or email from individuals seeking assistance with human services information or resources. Visit our Careers page to apply or CLICK HERE to be redirected.