Contact Center Quality Manager jobs in Great Falls, MT

Job Summary:

The primary function of the Conrad Laundromat Manager is to oversee daily operations and client training in the Conrad laundry. The manager will be responsible for the business and administrative activities by supporting daily operations, providing client training, and by promoting and expanding the laundry and in establishing and maintaining customer and community relationships.

Education and/or Experience:

1. Must have a school diploma or GED.

2. A minimum of one year’s business experience is preferred.

3. A minimum of one year’s supervisory experience is preferred

4. A passion for working with people of all abilities.

5. Must have valid Montana driver's license.

Essential Duties and Responsibilities:

We are people-centered

1. Ensures new staff and clients are oriented, trained and treated with respect and gratitude.

2. Recruits new clients into the program. Helps recruit new staff.

3. Ensures clients are trained in basic employment skills by following program skill building steps and producing documentation for client engagement.

4. Develops and implements training programs for new hires, focusing on customer service, equipment operation and cleanliness, and safety protocols.

5. Manage day-to-day operations of the laundromat facility, including equipment maintenance, cleanliness, and safety.

6. Address customer inquiries, concerns, and complaints in a professional and timely manner.

We are collaborative

1. Demonstrates and promotes teamwork, cooperative communication, collaborative problem-solving and responsible decision-making with team members and community partners to meet individual and program goals.

2. Collects and submits data on actions related to the plan of care.

3. Works with CFSD Director to analyze business data, trends such as revenue and asset information, and areas for improvement, providing actionable insights to management.

4. Manages inventory to assure adequate stock and supplies.

5. Acts as the agency liaison to contracted community business partners, including the Conrad Chamber of Commerce.

6. Reviews program contracts with the Division Director for client training and development.

We are open

1. Effectively identifies and responds to the needs of our people while ensuring compliance with QLC policy and procedure.

2. Fulfills the obligations as a mandatory reporter of abuse, neglect or exploitation.

3. Establishes and maintains friendly, compassionate, respectful professional working relationships with people receiving services, support teams, and community partners in a manner that reflects our values and culture.

4. Completes incident reporting as required.

5. Promotes safe and healthy workplaces and practices across the agency.

6. Implements regular audits and inspections to maintain high standards of cleanliness, equipment functionality and overall facility appearance.

We are engaging and energetic

1. Provides excellence today while planning for tomorrow.

2. Facilitates inclusion in community life, and self -advocating as necessary to achieve inclusion.

3. Supports team members to create time in their everyday lives, including work, to acknowledge, communicate and celebrate their successes as well as recognize, demonstrate gratitude, and applaud each other’s unique gifts.

4. Is unafraid to ask for help, be creative and try new things.

5. Infuses appropriate humor and encourage others to laugh, take the disappointments lightly, and find deep satisfaction in our work.

We are excellent

1. Maintains compliance with federal, state, and QLC policies and procedure.

2. Ensures safety and provides emergency and evacuation planning, practice, and implementation.

3. Completes work within required timelines and according to established guidelines, policies, and procedures; ability to perform multiple tasks effectively and efficiently by setting priorities, adheres to deadlines and takes pride in our efforts.

4. Maintains professionalism and appropriate confidentiality; pursues opportunities for training and professional growth and shares information and skills with others.

5. Ensures staff orientation and familiarity with persons served, work with Division Director to assure completion of all necessary documentation of staff training and certification, medication administration, file reviews, quarterly reports, protocols, implementation of behavior programs or other related support and oversight requirements.

6. Ensures the standard of internal agency quality assurance to include accuracy of timesheets, client payroll, staff supervision, training, and discipline.

7. Accepts and performs all other duties as assigned.

Job Type: Full-time

Pay: $16.15 - $16.63 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Employee discount
• Flexible schedule

Experience level:

• 1 year

Weekly day range:

• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Conrad, MT 59425: Relocate before starting work (Required)

Work Location: In person