MAC Lead (Call Center Supervisor for Member Action Center)

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    "description": "<h1>Member Action Center (MAC) Call Center Supervisor (Lead)</h1>\n\n<h2>Purpose &amp; Organizational Overview</h2>\n\n<p><strong>SEIU Local 2015</strong> is California&rsquo;s leading long-term care workers organization, representing over 400,000 homecare providers, nursing home workers, and assisted living center workers across the state. Local 2015 is committed to unleashing the collective power of long-term care workers, their families, and their communities&mdash;harnessing technology and organizing strength to drive transformational change toward a more just society.</p>\n\n<p>The <strong>Member Action Center (MAC)</strong> serves as a centralized, high-impact inbound contact center that supports union members by addressing work-related concerns, benefits navigation, training opportunities, and engagement with union programs in collaboration with internal departments, leadership, and the Center for Caregivers Advancement.</p>\n\n<hr />\n<h2>Position Summary</h2>\n\n<p>The <strong>MAC Call Center Supervisor (Lead)</strong> plays a critical frontline leadership role in overseeing daily operations of a high-volume, mission-driven inbound call center. This position is responsible for supervising, coaching, and developing Member Action Center Organizers (MAOs) to ensure timely, accurate, compassionate, and metrics-driven service delivery to union members statewide.</p>\n\n<p>This role blends <strong>people leadership, call-center performance management, labor-relations fluency, and data-driven decision-making</strong> to ensure operational excellence while upholding SEIU Local 2015&rsquo;s values and member-centered mission.</p>\n\n<hr />\n<h2>Key Responsibilities</h2>\n\n<h3>Call Center Leadership &amp; Team Supervision</h3>\n\n<ul>\n\t<li>\n\t<p>Supervise and support MAOs in day-to-day inbound call center operations, ensuring consistent, high-quality service delivery.</p>\n\t</li>\n\t<li>\n\t<p>Provide real-time guidance on escalated calls, complex member issues, grievance-related inquiries, and representational concerns.</p>\n\t</li>\n\t<li>\n\t<p>Foster a positive, accountable, and inclusive team culture rooted in union values and service excellence.</p>\n\t</li>\n</ul>\n\n<h3>Training, Coaching &amp; Performance Management</h3>\n\n<ul>\n\t<li>\n\t<p>Train, onboard, and continuously develop MAOs on call handling, systems, policies, benefits navigation, and member engagement best practices.</p>\n\t</li>\n\t<li>\n\t<p>Conduct regular call monitoring, quality assurance reviews, and performance evaluations.</p>\n\t</li>\n\t<li>\n\t<p>Deliver timely coaching, corrective action, and recognition to drive individual and team success.</p>\n\t</li>\n</ul>\n\n<h3>Operational Excellence &amp; Metrics Accountability</h3>\n\n<ul>\n\t<li>\n\t<p>Ensure achievement of key call center performance metrics, including but not limited to:</p>\n\n\t<ul>\n\t\t<li>\n\t\t<p><strong>Service Level:</strong> &ge; 80% of calls answered within 30 seconds</p>\n\t\t</li>\n\t\t<li>\n\t\t<p><strong>Average Handle Time (AHT):</strong> Within established benchmarks while maintaining quality</p>\n\t\t</li>\n\t\t<li>\n\t\t<p><strong>First Call Resolution (FCR):</strong> &ge; 70&ndash;80%</p>\n\t\t</li>\n\t\t<li>\n\t\t<p><strong>Call Quality Scores:</strong> &ge; 90% adherence to quality standards</p>\n\t\t</li>\n\t\t<li>\n\t\t<p><strong>Schedule Adherence:</strong> &ge; 95%</p>\n\t\t</li>\n\t\t<li>\n\t\t<p><strong>Member Satisfaction (CSAT):</strong> &ge; 4.5 / 5 where measured</p>\n\t\t</li>\n\t</ul>\n\t</li>\n\t<li>\n\t<p>Identify workflow inefficiencies and recommend process improvements using data, trend analysis, and frontline insights.</p>\n\t</li>\n</ul>\n\n<h3>Reporting, Data &amp; Systems</h3>\n\n<ul>\n\t<li>\n\t<p>Prepare and analyze operational reports related to call volume, service levels, performance trends, and staffing needs.</p>\n\t</li>\n\t<li>\n\t<p>Partner with MAC leadership to set short- and long-term performance goals aligned with organizational priorities.</p>\n\t</li>\n\t<li>\n\t<p>Maintain accurate documentation, grievance tracking, and data integrity within call center systems and databases.</p>\n\t</li>\n</ul>\n\n<h3>Cross-Functional Collaboration</h3>\n\n<ul>\n\t<li>\n\t<p>Collaborate with other MAC Leads, Coordinators, Directors, and internal departments to ensure seamless member service.</p>\n\t</li>\n\t<li>\n\t<p>Support organizational initiatives related to organizing campaigns, benefits education, and workforce engagement.</p>\n\t</li>\n</ul>\n\n<h3>Policy, Compliance &amp; Member Advocacy</h3>\n\n<ul>\n\t<li>\n\t<p>Ensure compliance with department policies, procedures, labor agreements, and organizational standards.</p>\n\t</li>\n\t<li>\n\t<p>Mentor team members in grievance intake processes and representational best practices.</p>\n\t</li>\n</ul>\n\n<h3>Additional Duties</h3>\n\n<ul>\n\t<li>\n\t<p>Perform other duties as assigned to support MAC operations and organizational objectives.</p>\n\t</li>\n</ul>\n\n<hr />\n<h2>Required Qualifications</h2>\n\n<ul>\n\t<li>\n\t<p><strong>2&ndash;5 years of call center supervisory or lead experience</strong>, preferably in a high-volume, service-oriented environment.</p>\n\t</li>\n\t<li>\n\t<p>Demonstrated success managing teams against measurable call center KPIs and service standards.</p>\n\t</li>\n\t<li>\n\t<p>High School Diploma or equivalent required; additional education in management, communications, or related fields preferred.</p>\n\t</li>\n\t<li>\n\t<p>Strong working knowledge of call center technology, CRM systems, phone systems, and reporting tools.</p>\n\t</li>\n\t<li>\n\t<p>Excellent verbal, written, and interpersonal communication skills.</p>\n\t</li>\n\t<li>\n\t<p>Proven ability to coach, motivate, and hold staff accountable in a fast-paced environment.</p>\n\t</li>\n\t<li>\n\t<p>Strong analytical, problem-solving, and decision-making skills.</p>\n\t</li>\n\t<li>\n\t<p>Ability to remain calm, professional, and solutions-focused during high-volume or sensitive interactions.</p>\n\t</li>\n</ul>\n\n<hr />\n<h2>Preferred Qualifications</h2>\n\n<ul>\n\t<li>\n\t<p>Experience working in a <strong>union, nonprofit, or mission-driven organization</strong>.</p>\n\t</li>\n\t<li>\n\t<p>Familiarity with grievance handling, labor relations concepts, or member advocacy environments.</p>\n\t</li>\n\t<li>\n\t<p>Experience supporting multilingual teams or diverse member populations.</p>\n\t</li>\n</ul>\n\n<hr />\n<h2>Expected Behaviors &amp; Core Values</h2>\n\n<p>The MAC Supervisor is expected to actively model and promote SEIU Local 2015&rsquo;s core values of <strong>Excellence, Leadership, Accountability, Transparency, Empowerment, and Compassion</strong>, including:</p>\n\n<ul>\n\t<li>\n\t<p>Upholding high ethical and professional standards</p>\n\t</li>\n\t<li>\n\t<p>Developing, mentoring, and empowering team members</p>\n\t</li>\n\t<li>\n\t<p>Encouraging teamwork, inclusion, and shared ownership</p>\n\t</li>\n\t<li>\n\t<p>Representing the organization with integrity to members, partners, and stakeholders</p>\n\t</li>\n</ul>\n\n<hr />\n<h2>Physical Requirements</h2>\n\n<ul>\n\t<li>\n\t<p>Work is primarily performed in a professional office and call center environment.</p>\n\t</li>\n</ul>\n\n<hr />\n<h2>Reporting Relationship</h2>\n\n<ul>\n\t<li>\n\t<p>This position reports directly to the <strong>MAC Coordinator, Deputy Director, or Director</strong>, as assigned.</p>\n\t</li>\n</ul>\n\n<hr />\n<p><em>This job description is not intended to be all-inclusive and may be adjusted to meet evolving organizational needs.</em></p>\n\n<p><strong>SEIU Local 2015 is an Equal Employment Opportunity employer</strong> and is committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.</p>\n\n<p>&nbsp;</p>\n",
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Local 2015 is committed to unleashing the collective power of long-term care workers, their families, and their communities&mdash;harnessing technology and organizing strength to drive transformational change toward a more just society.\\n\\nThe Member Action Center (MAC) serves as a centralized, high-impact inbound contact center that supports union members by addressing work-related concerns, benefits navigation, training opportunities, and engagement with union programs in collaboration with internal departments, leadership, and the Center for Caregivers Advancement.\\n\\n\\nPosition Summary\\n\\nThe MAC Call Center Supervisor (Lead) plays a critical frontline leadership role in overseeing daily operations of a high-volume, mission-driven inbound call center. This position is responsible for supervising, coaching, and developing Member Action Center Organizers (MAOs) to ensure timely, accurate, compassionate, and metrics-driven service delivery to union members statewide.\\n\\nThis role blends people leadership, call-center performance management, labor-relations fluency, and data-driven decision-making to ensure operational excellence while upholding SEIU Local 2015&rsquo;s values and member-centered mission.\\n\\n\\nKey Responsibilities\\n\\nCall Center Leadership &amp; Team Supervision\\n\\n\\n\\t\\n\\tSupervise and support MAOs in day-to-day inbound call center operations, ensuring consistent, high-quality service delivery.\\n\\t\\n\\t\\n\\tProvide real-time guidance on escalated calls, complex member issues, grievance-related inquiries, and representational concerns.\\n\\t\\n\\t\\n\\tFoster a positive, accountable, and inclusive team culture rooted in union values and service excellence.\\n\\t\\n\\n\\nTraining, Coaching &amp; Performance Management\\n\\n\\n\\t\\n\\tTrain, onboard, and continuously develop MAOs on call handling, systems, policies, benefits navigation, and member engagement best practices.\\n\\t\\n\\t\\n\\tConduct regular call monitoring, quality assurance reviews, and performance evaluations.\\n\\t\\n\\t\\n\\tDeliver timely coaching, corrective action, and recognition to drive individual and team success.\\n\\t\\n\\n\\nOperational Excellence &amp; Metrics Accountability\\n\\n\\n\\t\\n\\tEnsure achievement of key call center performance metrics, including but not limited to:\\n\\n\\t\\n\\t\\t\\n\\t\\tService Level: &ge; 80% of calls answered within 30 seconds\\n\\t\\t\\n\\t\\t\\n\\t\\tAverage Handle Time (AHT): Within established benchmarks while maintaining quality\\n\\t\\t\\n\\t\\t\\n\\t\\tFirst Call Resolution (FCR): &ge; 70&ndash;80%\\n\\t\\t\\n\\t\\t\\n\\t\\tCall Quality Scores: &ge; 90% adherence to quality standards\\n\\t\\t\\n\\t\\t\\n\\t\\tSchedule Adherence: &ge; 95%\\n\\t\\t\\n\\t\\t\\n\\t\\tMember Satisfaction (CSAT): &ge; 4.5 / 5 where measured\\n\\t\\t\\n\\t\\n\\t\\n\\t\\n\\tIdentify workflow inefficiencies and recommend process improvements using data, trend analysis, and frontline insights.\\n\\t\\n\\n\\nReporting, Data &amp; Systems\\n\\n\\n\\t\\n\\tPrepare and analyze operational reports related to call volume, service levels, performance trends, and staffing needs.\\n\\t\\n\\t\\n\\tPartner with MAC leadership to set short- and long-term performance goals aligned with organizational priorities.\\n\\t\\n\\t\\n\\tMaintain accurate documentation, grievance tracking, and data integrity within call center systems and databases.\\n\\t\\n\\n\\nCross-Functional Collaboration\\n\\n\\n\\t\\n\\tCollaborate with other MAC Leads, Coordinators, Directors, and internal departments to ensure seamless member service.\\n\\t\\n\\t\\n\\tSupport organizational initiatives related to organizing campaigns, benefits education, and workforce engagement.\\n\\t\\n\\n\\nPolicy, Compliance &amp; Member Advocacy\\n\\n\\n\\t\\n\\tEnsure compliance with department policies, procedures, labor agreements, and organizational standards.\\n\\t\\n\\t\\n\\tMentor team members in grievance intake processes and representational best practices.\\n\\t\\n\\n\\nAdditional Duties\\n\\n\\n\\t\\n\\tPerform other duties as assigned to support MAC operations and organizational objectives.\\n\\t\\n\\n\\n\\nRequired Qualifications\\n\\n\\n\\t\\n\\t2&ndash;5 years of call center supervisory or lead experience, preferably in a high-volume, service-oriented environment.\\n\\t\\n\\t\\n\\tDemonstrated success managing teams against measurable call center KPIs and service standards.\\n\\t\\n\\t\\n\\tHigh School Diploma or equivalent required; additional education in management, communications, or related fields preferred.\\n\\t\\n\\t\\n\\tStrong working knowledge of call center technology, CRM systems, phone systems, and reporting tools.\\n\\t\\n\\t\\n\\tExcellent verbal, written, and interpersonal communication skills.\\n\\t\\n\\t\\n\\tProven ability to coach, motivate, and hold staff accountable in a fast-paced environment.\\n\\t\\n\\t\\n\\tStrong analytical, problem-solving, and decision-making skills.\\n\\t\\n\\t\\n\\tAbility to remain calm, professional, and solutions-focused during high-volume or sensitive interactions.\\n\\t\\n\\n\\n\\nPreferred Qualifications\\n\\n\\n\\t\\n\\tExperience working in a union, nonprofit, or mission-driven organization.\\n\\t\\n\\t\\n\\tFamiliarity with grievance handling, labor relations concepts, or member advocacy environments.\\n\\t\\n\\t\\n\\tExperience supporting multilingual teams or diverse member populations.\\n\\t\\n\\n\\n\\nExpected Behaviors &amp; Core Values\\n\\nThe MAC Supervisor is expected to actively model and promote SEIU Local 2015&rsquo;s core values of Excellence, Leadership, Accountability, Transparency, Empowerment, and Compassion, including:\\n\\n\\n\\t\\n\\tUpholding high ethical and professional standards\\n\\t\\n\\t\\n\\tDeveloping, mentoring, and empowering team members\\n\\t\\n\\t\\n\\tEncouraging teamwork, inclusion, and shared ownership\\n\\t\\n\\t\\n\\tRepresenting the organization with integrity to members, partners, and stakeholders\\n\\t\\n\\n\\n\\nPhysical Requirements\\n\\n\\n\\t\\n\\tWork is primarily performed in a professional office and call center environment.\\n\\t\\n\\n\\n\\nReporting Relationship\\n\\n\\n\\t\\n\\tThis position reports directly to the MAC Coordinator, Deputy Director, or Director, as assigned.\\n\\t\\n\\n\\n\\nThis job description is not intended to be all-inclusive and may be adjusted to meet evolving organizational needs.\\n\\nSEIU Local 2015 is an Equal Employment Opportunity employer and is committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.\\n\\n&nbsp;\\nQualificationsRequirements include:\\n\\n\\n\\tFluency (written and spoken) in English and at least one additional needed language.\\n\\tHigh School Diploma or equivalent, but more education and/or experience in management is preferred.\\n\\tCall Center, customer service, or supervisory experience may be required.\\n\\tProficiency with technology, especially computers, software applications, and phone systems. Excellent typing skills.\\n\\tExceptional verbal and written communication skills.\\n\\tStrong understanding of department policies, procedures, and services\\n\\tAbility to coach, train, and motivate MAOs and evaluate their performance.\\n\\tExcellent problem solving, leadership, and customer service skills.\\n\\tAnalytical, efficient, and thorough.\\n\\tAbility to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.\\n\\tStrong customer service skills.\\n\\n\\nExpected Behavior:\\n\\nThe MAC Supervisor is expected to embrace, promote and demonstrate the organizations’ core values - Excellence, Leadership, Accountability, Transparency, Empowerment, and Compassion--, which include but are not limited to:\\n\\n\\n\\tHigh ethical standards\\n\\tTrain, develop, nurture and mentor colleagues\\n\\tEncourage team work and participation by staff and members\\n\\n\\nEnsure outstanding representation of the organization to internal and external allies and constituents.\\n\\nPhysical Requirements:\\n\\nWork is generally performed in an office setting.\\n\\nScope and Nature of Supervision:\\n\\nThe MAC Lead reports directly to the MAC Coordinator, Deputy Director or Director.\\n\\nJob descriptions are not designed to cover or contain a comprehensive listing of every activity or responsibility that is required for each role.\\n\\nSEIU Local 2015 is an equal employment opportunity employer committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.\",\"responsibilities\":\"Member Action Center (MAC) Call Center Supervisor (Lead)\\n\\nPurpose &amp; Organizational Overview\\n\\nSEIU Local 2015 is California&rsquo;s leading long-term care workers organization, representing over 400,000 homecare providers, nursing home workers, and assisted living center workers across the state. Local 2015 is committed to unleashing the collective power of long-term care workers, their families, and their communities&mdash;harnessing technology and organizing strength to drive transformational change toward a more just society.\\n\\nThe Member Action Center (MAC) serves as a centralized, high-impact inbound contact center that supports union members by addressing work-related concerns, benefits navigation, training opportunities, and engagement with union programs in collaboration with internal departments, leadership, and the Center for Caregivers Advancement.\\n\\n\\nPosition Summary\\n\\nThe MAC Call Center Supervisor (Lead) plays a critical frontline leadership role in overseeing daily operations of a high-volume, mission-driven inbound call center. This position is responsible for supervising, coaching, and developing Member Action Center Organizers (MAOs) to ensure timely, accurate, compassionate, and metrics-driven service delivery to union members statewide.\\n\\nThis role blends people leadership, call-center performance management, labor-relations fluency, and data-driven decision-making to ensure operational excellence while upholding SEIU Local 2015&rsquo;s values and member-centered mission.\\n\\n\\nKey Responsibilities\\n\\nCall Center Leadership &amp; Team Supervision\\n\\n\\n\\t\\n\\tSupervise and support MAOs in day-to-day inbound call center operations, ensuring consistent, high-quality service delivery.\\n\\t\\n\\t\\n\\tProvide real-time guidance on escalated calls, complex member issues, grievance-related inquiries, and representational concerns.\\n\\t\\n\\t\\n\\tFoster a positive, accountable, and inclusive team culture rooted in union values and service excellence.\\n\\t\\n\\n\\nTraining, Coaching &amp; Performance Management\\n\\n\\n\\t\\n\\tTrain, onboard, and continuously develop MAOs on call handling, systems, policies, benefits navigation, and member engagement best practices.\\n\\t\\n\\t\\n\\tConduct regular call monitoring, quality assurance reviews, and performance evaluations.\\n\\t\\n\\t\\n\\tDeliver timely coaching, corrective action, and recognition to drive individual and team success.\\n\\t\\n\\n\\nOperational Excellence &amp; Metrics Accountability\\n\\n\\n\\t\\n\\tEnsure achievement of key call center performance metrics, including but not limited to:\\n\\n\\t\\n\\t\\t\\n\\t\\tService Level: &ge; 80% of calls answered within 30 seconds\\n\\t\\t\\n\\t\\t\\n\\t\\tAverage Handle Time (AHT): Within established benchmarks while maintaining quality\\n\\t\\t\\n\\t\\t\\n\\t\\tFirst Call Resolution (FCR): &ge; 70&ndash;80%\\n\\t\\t\\n\\t\\t\\n\\t\\tCall Quality Scores: &ge; 90% adherence to quality standards\\n\\t\\t\\n\\t\\t\\n\\t\\tSchedule Adherence: &ge; 95%\\n\\t\\t\\n\\t\\t\\n\\t\\tMember Satisfaction (CSAT): &ge; 4.5 / 5 where measured\\n\\t\\t\\n\\t\\n\\t\\n\\t\\n\\tIdentify workflow inefficiencies and recommend process improvements using data, trend analysis, and frontline insights.\\n\\t\\n\\n\\nReporting, Data &amp; Systems\\n\\n\\n\\t\\n\\tPrepare and analyze operational reports related to call volume, service levels, performance trends, and staffing needs.\\n\\t\\n\\t\\n\\tPartner with MAC leadership to set short- and long-term performance goals aligned with organizational priorities.\\n\\t\\n\\t\\n\\tMaintain accurate documentation, grievance tracking, and data integrity within call center systems and databases.\\n\\t\\n\\n\\nCross-Functional Collaboration\\n\\n\\n\\t\\n\\tCollaborate with other MAC Leads, Coordinators, Directors, and internal departments to ensure seamless member service.\\n\\t\\n\\t\\n\\tSupport organizational initiatives related to organizing campaigns, benefits education, and workforce engagement.\\n\\t\\n\\n\\nPolicy, Compliance &amp; Member Advocacy\\n\\n\\n\\t\\n\\tEnsure compliance with department policies, procedures, labor agreements, and organizational standards.\\n\\t\\n\\t\\n\\tMentor team members in grievance intake processes and representational best practices.\\n\\t\\n\\n\\nAdditional Duties\\n\\n\\n\\t\\n\\tPerform other duties as assigned to support MAC operations and organizational objectives.\\n\\t\\n\\n\\n\\nRequired Qualifications\\n\\n\\n\\t\\n\\t2&ndash;5 years of call center supervisory or lead experience, preferably in a high-volume, service-oriented environment.\\n\\t\\n\\t\\n\\tDemonstrated success managing teams against measurable call center KPIs and service standards.\\n\\t\\n\\t\\n\\tHigh School Diploma or equivalent required; additional education in management, communications, or related fields preferred.\\n\\t\\n\\t\\n\\tStrong working knowledge of call center technology, CRM systems, phone systems, and reporting tools.\\n\\t\\n\\t\\n\\tExcellent verbal, written, and interpersonal communication skills.\\n\\t\\n\\t\\n\\tProven ability to coach, motivate, and hold staff accountable in a fast-paced environment.\\n\\t\\n\\t\\n\\tStrong analytical, problem-solving, and decision-making skills.\\n\\t\\n\\t\\n\\tAbility to remain calm, professional, and solutions-focused during high-volume or sensitive interactions.\\n\\t\\n\\n\\n\\nPreferred Qualifications\\n\\n\\n\\t\\n\\tExperience working in a union, nonprofit, or mission-driven organization.\\n\\t\\n\\t\\n\\tFamiliarity with grievance handling, labor relations concepts, or member advocacy environments.\\n\\t\\n\\t\\n\\tExperience supporting multilingual teams or diverse member populations.\\n\\t\\n\\n\\n\\nExpected Behaviors &amp; Core Values\\n\\nThe MAC Supervisor is expected to actively model and promote SEIU Local 2015&rsquo;s core values of Excellence, Leadership, Accountability, Transparency, Empowerment, and Compassion, including:\\n\\n\\n\\t\\n\\tUpholding high ethical and professional standards\\n\\t\\n\\t\\n\\tDeveloping, mentoring, and empowering team members\\n\\t\\n\\t\\n\\tEncouraging teamwork, inclusion, and shared ownership\\n\\t\\n\\t\\n\\tRepresenting the organization with integrity to members, partners, and stakeholders\\n\\t\\n\\n\\n\\nPhysical Requirements\\n\\n\\n\\t\\n\\tWork is primarily performed in a professional office and call center environment.\\n\\t\\n\\n\\n\\nReporting Relationship\\n\\n\\n\\t\\n\\tThis position reports directly to the MAC Coordinator, Deputy Director, or Director, as assigned.\\n\\t\\n\\n\\n\\nThis job description is not intended to be all-inclusive and may be adjusted to meet evolving organizational needs.\\n\\nSEIU Local 2015 is an Equal Employment Opportunity employer and is committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.\\n\\n&nbsp;\\n\",\"employmentType\":\"OTHER\",\"hiringOrganization\":{\"@type\":\"Organization\",\"name\":\"SERVICE EMPLOYEES INTERNATIONAL UNION\",\"logo\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=7A8EEE54235DD846744B80D09E1F6691\"},\"jobLocation\":{\"@type\":\"Place\",\"address\":{\"streetAddress\":\"681 W Capitol Ave \",\"addressLocality\":\"West Sacramento\",\"addressRegion\":\"CA\",\"postalCode\":95605,\"addressCountry\":\"USA\"}},\"qualifications\":\"Requirements include:\\n\\n\\n\\tFluency (written and spoken) in English and at least one additional needed language.\\n\\tHigh School Diploma or equivalent, but more education and/or experience in management is preferred.\\n\\tCall Center, customer service, or supervisory experience may be required.\\n\\tProficiency with technology, especially computers, software applications, and phone systems. Excellent typing skills.\\n\\tExceptional verbal and written communication skills.\\n\\tStrong understanding of department policies, procedures, and services\\n\\tAbility to coach, train, and motivate MAOs and evaluate their performance.\\n\\tExcellent problem solving, leadership, and customer service skills.\\n\\tAnalytical, efficient, and thorough.\\n\\tAbility to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.\\n\\tStrong customer service skills.\\n\\n\\nExpected Behavior:\\n\\nThe MAC Supervisor is expected to embrace, promote and demonstrate the organizations’ core values - Excellence, Leadership, Accountability, Transparency, Empowerment, and Compassion--, which include but are not limited to:\\n\\n\\n\\tHigh ethical standards\\n\\tTrain, develop, nurture and mentor colleagues\\n\\tEncourage team work and participation by staff and members\\n\\n\\nEnsure outstanding representation of the organization to internal and external allies and constituents.\\n\\nPhysical Requirements:\\n\\nWork is generally performed in an office setting.\\n\\nScope and Nature of Supervision:\\n\\nThe MAC Lead reports directly to the MAC Coordinator, Deputy Director or Director.\\n\\nJob descriptions are not designed to cover or contain a comprehensive listing of every activity or responsibility that is required for each role.\\n\\nSEIU Local 2015 is an equal employment opportunity employer committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.\",\"experienceRequirements\":\"Requirements include:\\n\\n\\n\\tFluency (written and spoken) in English and at least one additional needed language.\\n\\tHigh School Diploma or equivalent, but more education and/or experience in management is preferred.\\n\\tCall Center, customer service, or supervisory experience may be required.\\n\\tProficiency with technology, especially computers, software applications, and phone systems. Excellent typing skills.\\n\\tExceptional verbal and written communication skills.\\n\\tStrong understanding of department policies, procedures, and services\\n\\tAbility to coach, train, and motivate MAOs and evaluate their performance.\\n\\tExcellent problem solving, leadership, and customer service skills.\\n\\tAnalytical, efficient, and thorough.\\n\\tAbility to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.\\n\\tStrong customer service skills.\\n\\n\\nExpected Behavior:\\n\\nThe MAC Supervisor is expected to embrace, promote and demonstrate the organizations’ core values - Excellence, Leadership, Accountability, Transparency, Empowerment, and Compassion--, which include but are not limited to:\\n\\n\\n\\tHigh ethical standards\\n\\tTrain, develop, nurture and mentor colleagues\\n\\tEncourage team work and participation by staff and members\\n\\n\\nEnsure outstanding representation of the organization to internal and external allies and constituents.\\n\\nPhysical Requirements:\\n\\nWork is generally performed in an office setting.\\n\\nScope and Nature of Supervision:\\n\\nThe MAC Lead reports directly to the MAC Coordinator, Deputy Director or Director.\\n\\nJob descriptions are not designed to cover or contain a comprehensive listing of every activity or responsibility that is required for each role.\\n\\nSEIU Local 2015 is an equal employment opportunity employer committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.\",\"validThrough\":\"-0001-11-30\"}",
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    "qualifications": "<p><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\"><strong>Requirements include:</strong></span></span></p>\n\n<ul>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Fluency (written and spoken) in English and at least one additional needed language.</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">High School Diploma or equivalent, but more education and/or experience in management is preferred.</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Call Center, customer service, or supervisory experience may be required.</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Proficiency with technology, especially computers, software applications, and phone systems. Excellent typing skills.</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Exceptional verbal and written communication skills.</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Strong understanding of department policies, procedures, and services</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Ability to coach, train, and motivate MAOs and evaluate their performance.</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Excellent problem solving, leadership, and customer service skills.</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Analytical, efficient, and thorough.</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Strong customer service skills.</span></span></li>\n</ul>\n\n<p><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\"><strong><u>Expected Behavior:</u></strong></span></span></p>\n\n<p><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">The MAC Supervisor is expected to embrace, promote and demonstrate the organizations’ core values - Excellence, Leadership, Accountability, Transparency, Empowerment, and Compassion--, which include but are not limited to:</span></span></p>\n\n<ul>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">High ethical standards</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Train, develop, nurture and mentor colleagues</span></span></li>\n\t<li><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Encourage team work and participation by staff and members</span></span></li>\n</ul>\n\n<p><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Ensure outstanding representation of the organization to internal and external allies and constituents.</span></span></p>\n\n<p><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\"><strong><u>Physical Requirements:</u></strong></span></span></p>\n\n<p><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Work is generally performed in an office setting.</span></span></p>\n\n<p><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\"><strong><u>Scope and Nature of Supervision:</u></strong></span></span></p>\n\n<p><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">The MAC Lead reports directly to the MAC Coordinator, Deputy Director or Director.</span></span></p>\n\n<p><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">Job descriptions are not designed to cover or contain a comprehensive listing of every activity or responsibility that is required for each role.</span></span></p>\n\n<p><span style=\"font-size:12px;\"><span style=\"font-family:Verdana, Geneva, sans-serif;\">SEIU Local 2015 is an equal employment opportunity employer committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.</span></span></p>",
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