Operations Monitor
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Job Description
Operations Monitor responsible for tracking the stability of the 988 Lifeline. Collecting and analyzing data to support operations within a mental health nonprofit.
Responsibilities:
- oversee, track, and alert on the stability and status of the 988 Lifeline
- collect, analyze, distribute, and report on various data generated by the 988 series of networks
- interact with other departments within the 988 Lifeline
- help the Operations staff develop operations-oriented data solutions
- compile and report data reporting requests and questions at regular intervals
- monitor, use, and advise on internal data reporting tools
- develop an internal timeline of additional reporting for operational needs and analysis
- manage the integration of new and updated data tools into operational systems
- alert appropriate staff when an impact on network stability is observed
- attend regular meetings with the 988 data team
- assist in the administration of 988 as it pertains to services provided over various technological modalities
- support the 988 Operations team with chat/text/voice testing and quality assurance testing
- identify discrepancies or deficiencies in schedules and recommend necessary adjustments
- provide analytical support and recommendations for staffing resources
- monitor Pause Code activations and review daily productivity
Requirements:
- interest in mental health/suicide prevention
- some familiarity with the nonprofit sector
- experience with technology
- interest in a data-driven approach to operational improvement and design
- experience with developing and implementing data reports and tools (preferred)
- Bachelor's degree (preferred)
- excellent verbal, written, and computer skills
- strong analytical skills
- courteous and professional manner
- effective time management and organizational skills
- ability to create work for self and identify areas of need and opportunity
- strong customer-service orientation
- ability to work cooperatively and effectively with others
- ability to be flexible and versatile in a changing work environment
- intermediate to advanced skills with MS Office (including Word, Excel, PowerPoint)
- strong functional analytical skills (Tracking, Trending, and interpreting results)
- process improvement skills in a call center environment
- strong knowledge 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
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