Contact Center Assistant Manager
We are seeking a dedicated Contact Center Assistant Manager to help oversee the daily operations of our crisis support services. In this role, you will ensure seamless scheduling, maintain quality assurance standards, and support data management to enhance the effectiveness of our life-saving services. Your work will directly contribute to meeting the highest standards set by 988/Lifeline, the National Suicide Prevention Lifeline (NSPL), the American Association of Suicidology (AAS), International Council for Helplines (ICH), and other crisis intervention organizations.
As a key member of our leadership team, you will report to the Contact Center Manager and collaborate with the Clinical Director and other agency leaders to optimize client service, streamline operations, and support staff and volunteers.
Responsibilities include:
- Ensure 24/7 crisis line coverage by assessing staff and volunteer availability, addressing emergency understaffing, and recommending hires as needed.
- Supervise multiple shifts (day, evening, overnight, weekends), providing on-the-spot support for crisis line staff.
- Maintain and improve quality assurance through policy development, caller and staff feedback integration, and ongoing evaluation.
- Lead training initiatives in collaboration with the Training Manager to ensure staff and volunteers adhere to quality standards.
- Expand and enhance text/chat services for 24-hour coverage, aligning with program funding and contractual obligations.
- Support staff development through coaching, mentoring, and weekly supervision, including:
- Performance feedback and goal setting
- Call reviews, silent monitoring, and debriefing
- Managing grievances, complaints, and personnel issues
- Timesheet approvals and attendance tracking
- Monitor compliance with accreditation and governing bodies (AAS, ICH, Lifeline) to ensure adherence to best practices.
- Analyze data and report key performance indicators to ensure ongoing improvement in service quality.
- Perform other leadership duties as assigned by the Contact Center Manager.
Required Qualifications:
- At least six months of crisis intervention experience.
- Previous management or supervisory experience required, including staff oversight, scheduling, and policy development.
- Schedule flexibility to support staff across different shifts, including evenings, overnights, and weekends.
- Ability to thrive in a high-stress environment while effectively balancing competing priorities.
- Commitment to self-reflection, cultural humility, and fostering an inclusive workplace.
- Strong interpersonal, verbal, and written communication skills.
- Proficiency with computer systems, databases, and electronic health records.
- Ability to pass a criminal background check upon hire.
Desired Qualifications:
- Graduate degree (MA/MS/MSW) in education, psychology, social welfare, or related field
- Spanish and English language proficiency
- Experience with, and commitment to multiculturalism and social justice
- Teaching/training experience
Salary & Benefits
The Contra Costa Crisis Center is an equal opportunity employer. We offer a competitive salary and comprehensive benefits package including medical, dental, vision, life, AD&D, LTD, paid vacation, holidays, and sick time, and 403B Retirement Savings Plan.
Commitment to Diversity and Anti-Racism
Contra Costa Crisis Center is deeply committed to principles of diversity, equity, inclusion, and anti-racism. We provide equal employment opportunities to all applicants without regard to race, ethnicity, religion, creed, color, nationality, gender, gender identity, genetic information, sexual orientation, age, ancestry, physical or mental disability, medical condition, and marital status. We do not tolerate discrimination or harassment in any form.
We strive to ensure that our staff and our volunteers – including volunteer leadership on our Board of Directors and its committees – reflect the diversity of the communities we serve.
Our policy is to treat all with dignity and respect. This includes (but not limited to) staff, volunteers, clients and prospective clients, colleagues at other non-profits, donors, employees of government agencies and businesses, people attending our events, and members of the public in general.