Senior Director, 211 Contact Center

Senior Director of 2-1-1

United Way of Greater Cleveland is seeking an experienced contact center leader to oversee its 2-1-1, a vital community resource connecting people to support and opportunity.

The ideal candidate drives efficient, high-quality contact center operations, sound budget and workforce management, and continued modernization including AI and digital tools across 2-1-1s multi-channel service model.

Purpose of Position

The Senior Director of 2-1-1 ensures operational excellence, fiscal accountability, exceptional customer service, and continuous improvement across the United Way of Greater Clevelands 2-1-1, a critical community resource connecting individuals and families to support and opportunity.

This role combines operational management with business planning and organizational leadership. The Senior Director is responsible for ensuring efficient daily 24-hour operations, workforce and budget management, and the consistent delivery of a high-quality customer experience. The position also leads efforts to modernize 2-1-1, leveraging technology, data, and emerging tools such as artificial intelligence to expand service delivery beyond the traditional contact center model.

Key Responsibilities

Operational Leadership & Service Excellence

• Oversee daily operations of the 24-hour 2-1-1 contact center to ensure consistent, high-quality, and timely service delivery.
• Implement operational processes and performance metrics to improve efficiency, responsiveness, and customer satisfaction.
• Lead quality assurance, compliance, and data integrity efforts in line with AIRS standards and contract requirements.
• Maintain and improve systems, policies, and workflows that support a seamless client experience.

Team Management & Development

• Supervise and develop team management and staff, fostering accountability, collaboration, and professional growth.
• Oversee staffing models, scheduling, and training to meet client demand and contractual requirements.
• Promote a culture focused on service excellence, professional growth, and operational performance.

Technology & Continuous Improvement

• Oversee the 2-1-1 CRM and technical systems to ensure reliability, usability, and accuracy.
• Leverage emerging technology, including AI, data analytics, and digital platforms, to expand access and streamline service delivery.
• Use data and performance insights to inform decision-making and drive operational improvements.

Business Planning & Financial Management

• Manage the 2-1-1 operational budget, ensuring fiscal accountability and effective resource allocation.
• Develop business and implementation plans that align operations with organizational goals and funding opportunities.
• Collaborate with leadership to identify and pursue funding opportunities, contracts, and partnerships that sustain and grow 2-1-1.
• Develop and manage additional contact center contracts and fee-for-service work beyond 2-1-1 (e.g., specialized triage, after-hours support) building operating budgets, serving as the operational point of contact with external partners, and overseeing implementation and ongoing service delivery.

Customer & Partner Relations

• Serve as a key point of contact for external partners, funders, and community organizations to ensure smooth coordination and communication.
• Promote 2-1-1 as a reliable, accessible, and customer-focused community navigation service.
• Support communication and outreach efforts to increase visibility and community engagement.

Emergency & Continuity Planning

• Ensure 2-1-1 readiness to respond effectively to emergencies, surges in demand, or service disruptions through robust business continuity planning.

Qualifications

• 10+ years of management experience in high-volume, customer-focused contact center.
• Bachelors degree or equivalent combination of education and experience.
• Demonstrated success leading diverse teams and managing complex budgets.
• Strong knowledge of health and human services systems, government, and/or nonprofit operations.
• Experience with business planning, performance management, and process improvement.
• Ability to obtain Inform USA certification.

Skills & Competencies

• Contact center operational excellence and service delivery management
• Team leadership and talent development
• Data-driven decision-making and business planning
• Strong communication and relationship management
• Fiscal management and accountability
• Technology adoption and innovation mindset
• Customer-focused and results-oriented approach

Work Environment

• Hybrid work environment.
• Occasional local or overnight travel for meetings or events.
• Flexibility for evenings, weekends, and emergency response as needed.
• Must hold a valid drivers license and maintain proof of liability insurance.

UWGC is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, creed, disability, veteran status, advanced education, marital status, age, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin or ancestry, genetic information, and other legally protected characteristics, in accordance with applicable laws.