Development Manager

The Member Resource Center is seeking an experienced Developmental Manager with a strong background in customer service. We are looking for a candidate who understands the importance of meeting members’ needs and delivering exceptional service. In this role, you will be responsible for recruiting, training, and managing a team of representatives, ensuring adherence to key performance indicators (KPIs) while maintaining a high standard of service excellence.

You will set clear goals to motivate employees, drive Union engagement, and provide outstanding customer service. The Developmental Manager will work closely with Senior Management to align strategies with organizational objectives and enhance overall member experience. If you are passionate about problem-solving, motivating teams, and achieving results, this could be the perfect opportunity for you.

Essential Functions:

• Manage and guide a team of staff members, ensuring they meet performance goals and consistently deliver high-quality service.
• Analyze call center metrics to identify team members’ trends and areas for improvement, providing regular feedback and coaching sessions.
• Ensure compliance with attendance policies, addressing violations and implementing corrective actions as necessary.
• Address escalated internal/external customer inquiries and resolve complex issues promptly and effectively.
• Collaborate with senior management to implement strategies that improve service quality and elevate customer satisfaction.
• Support recruitment, onboarding, and mentorship of new staff to maintain high service standards.
• Conduct performance reviews, including recognizing achievements and identifying areas for improvement.
• Track and recognize team members for exceptional performance and contributions.
• Take inbound help desk calls and handle escalated issues professionally.
• Participate in cross-departmental meetings to align strategies and drive organizational improvements.
• Foster a positive work environment that encourages a great member experience and professional growth.
• Perform additional duties assigned to meet organizational objectives.
• May be required to do political work for candidates and member political education as part of job duties.
• Other duties as assigned., * Professional office or contact center environment with frequent interaction with members, staff, leadership, and external stakeholders.
• Fast-paced, service-oriented environment requiring the management of multiple priorities, deadlines, and competing operational needs.
• Regular supervision, coaching, and development of staff through one-on-one meetings, team meetings, performance reviews, and training sessions.
• Frequent review and analysis of contact center performance metrics, service levels, quality standards, and workforce productivity measures.
• Occasional evening and weekend work may be required to support staffing needs, organizational priorities, meetings, trainings, or member engagement activities.
• May be required work outside of normal business hours to include weekends, evenings, holidays, etc.

Physical Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, requirements include:

• Work is primarily performed in an office or contact center environment with extended periods of computer and telephone use.
• Frequent use of computers, headsets, video conferencing platforms, CRM systems, and other office technologies.
• Regular participation in meetings, coaching sessions, presentations, and training activities, both in-person and virtual.
• Extended periods of sitting, with occasional standing, walking, or movement throughout office spaces.
• May require travel between office locations, training sites, conferences, or organizational events.
• Occasional lifting or carrying materials up to 20 pounds, including training materials, office supplies, or event-related equipment.
• Exposure to typical office and call center noise levels, including ongoing phone conversations and collaborative work environments.
• Ability to maintain focus and productivity while managing high volumes of communication, information, and service requests.

Do you have experience in Technical Proficiency?, * The ideal candidate will have a mastery of customer service, a strong competency in knowledge-based and technical skills and demonstrated leadership abilities.

• They should possess excellent coaching skills with at least three years of supervisory experience.
• Ability to effectively manage and coach teams to drive performance excellence and support organizational goals.
• Able to work independently and lead in a fast-paced, dynamic environment, and sometimes challenging situations.
• Commitment to progressive social change and to building worker power.
• Demonstrated commitment to professionalism, confidentiality, and high service standards.
• Effective conflict resolution by addressing disagreements in a constructive manner to maintain harmony and productivity.
• Exceptional written and verbal communication skills, including report writing and procedure documentation. Multilingual skills are a plus.
• Skilled at managing multiple tasks while ensuring a high level of attention to detail.
• Strong interpersonal, organizational, analytical, and problem-solving skills.
• Strong understanding of call center management principles, workforce management, and performance metrics.

Minimum Qualifications: (Any equivalent combination of education and experience which provides the applicant with the knowledge, skills, and abilities required to perform the job may be considered.)

• Minimum of 3 years of leadership experience in a contact center preferred, social justice, or union setting.
• Capable of taking accountability and working collaboratively as part of a team in a fast-paced environment.
• Ability and willingness to work long hours and weekends when necessary.
• Some travel may be required.
• Proficiency in call center systems, CRM software (Salesforce preferred), Microsoft Excel, and Word.
• Optimize processes and workflows for greater efficiency. (Streamline Processes and Workflows)., * Experience managing teams within a union, nonprofit, advocacy, membership-based, or mission-driven organization.
• Experience with workforce management systems, quality assurance programs, and contact center analytics.
• Knowledge of labor relations, collective bargaining agreements, and union member engagement strategies.
• Bilingual or multilingual skills relevant to the membership served., Preferred
• 3 year(s): Experience with workforce management systems, quality assurance programs, and contact center analytics.

Pulled from the full job description

• Pet insurance
• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Pension plan, Providing current or previous salary information is optional and will not be factored into hiring decisions. Prospective Employees covered by the CBA can request a copy of the wage scale, the CBA, and any current relevant MOUs upon application to the position.

This position is full-time, exempt. This position is not included in the Bargaining Unit. Pay ranges from $112,273 - $134,177 per year. Benefits include vacation, holiday, and sick leave benefits, fully employer paid health, dental, vision, and life insurance, defined benefit pension plan, and optional 401(k), WFH credit, pet insurance, and more.

SEIU 775 represents more than 60,000 long-term care workers providing quality home care, nursing home care, and residential services in Washington, Montana, and Alaska. SEIU 775’s mission is to unite the strength of all caregivers, to create a better life for ourselves and those we care for, and to lead the way to a more just and equitable world.