National lifeline Operations Manager

A. GENERAL DESCRIPTION

The main role of the National Lifeline Operations Manager is to perform all Lifeline operational and administrative tasks and to ensure smooth and efficient running and sustainability of the operations of the National Lifeline. The Operations Manager’s duties include providing support to the Lifeline General Manager, and managing daily office needs and general administrative activities

B. ORGANIZATIONAL VALUES

• Respect: To consider all individuals worthy of high regards and respect
• Integrity: To adhere to the highest moral and ethical principles in fulfilling Embrace’s mission
• Compassion: To understand another person’s condition from their perspective and strive to respond to their needs
• Inclusiveness: To actively include stakeholders in decision making and the implementation of Embrace’s strategic goals
• Accountability: To acknowledge and assume responsibility for all actions and decisions undertaken within the organization
• Ownership: To assume one’s responsibility towards their role and the organization, to problem solve and actively seek feedback in a proactive manner
• Collaboration: To actively seek feedback from members of the team and work collaboratively with team members inside the organization as well as engage external partners in fulfilling Embrace’s mission and vision.

C. DUTIES AND RESPONSIBILITIES

1. Operational Tasks:

• Optimizes operations systems and processes of the Lifeline in support of the organization’s mission.
• Manages the operations of the National Lifeline in terms of ensuring shift occupancy, tracking shift-operator ratio, and following up with operators on their commitment.
• Monitors adherence to rules, regulations, and procedures appropriate to ensure the effective flow of operations at the National Lifeline.
• Ensures information sharing among internal teams in a manner that increases ownership and accountability.  
• Develops, implements, enforces, and evaluates policies and procedures in coordination with the Lifeline General Manager.
• Ensures the growth and diversity of the National Lifeline team through screening and recruitment of new volunteers on a quarterly basis.
• Orients and guides new lifeline operators to the Lifeline system, and rules and regulations.
• Coordinates with the services providers including but not limited to, IT service providers, IT systems software, hardware, and requests and follows up on system updates.
• Ensures call center office equipment are running smoothly and coordinates with outside suppliers when amendments and repairs as needed.
• Coordinates and supports the lifeline supervisors on capacity building trainings or workshops related to the activities of the National Lifeline.
• Ensures budget spending in accordance with grant allocations and grant timelines including all supporting documents related to budget spending.
• Raises purchase requests and supports in procurement procedures in collaboration with the Department of Business Support.

2.  Administrative Tasks:

• Coordinates and organizes National Lifeline trainings conducted on a quarterly basis (contacting and scheduling applicants, screening CV’s, emailing candidates with the outcome, collecting data)
• Develops monthly operational reports on the National Lifeline processes.
• Coordinates with the Director of Business Support on logistics including office maintenance and support.
• Tracks monthly inventory and performs analysis of inventory and annual forecasting and projection.
• Coordinates produc handling and storage requirements which includes completing purchases on a weekly/monthly basis.
• Organizes meetings, events and gatherings.

D.  QUALIFICATIONS

• Completed a BS Business Administration, Public Administration, Management or other related fields, a Master’s Degree is a plus.
• Minimum of 3-year relevant experience in administration.
• Demonstrates excellent organizational and time management skills.
• Demonstrates excellent communication (written and oral skills) and interpersonal skills.
• Demonstartes ability to problem solve independently and efficiently.