211 WI Contact Center Coordinator

Position Overview

The 211 WI Contact Center Coordinator works under the direction of the 211 Program Manager and 211 Program Director to support statewide coordination, training, quality assurance, and continuous improvement efforts across regional contact centers. The role partners with contact center leaders to implement established programs, standards, and initiatives, facilitate communication, and gather feedback. This role plays a critical part in ensuring consistent, high-quality service delivery across the 211 Wisconsin network. The 211 WI Contact Center Coordinator serves as a statewide resource for regional contact centers, helping align practices, strengthen service quality, and support a consistent client experience.

The position contributes directly to effective access to services for Wisconsin residents. Acting as a primary liaison between the statewide office and regional contact centers, the role supports the development and implementation of training programs, quality monitoring processes, and services standards that promote consistency across the network. This role also provides operational support to regional contact centers when needed by aiding in and training centers on light technical troubleshooting and setting adjustments within operating platforms.

About United Way of Wisconsin

United Way of Wisconsin works to improve lives and strengthen communities by mobilizing partners to close gaps and expand opportunities so everyone can thrive in Wisconsin. This includes supporting statewide initiatives such as 211 Wisconsin, Volunteer Wisconsin, Techquity WI, and the Wisconsin Information and Referral Exchange (WIRE). United Way of Wisconsin also provides member support services to local and independent United Ways and 211 regional contact centers.

About 211Wisconsin

211 Wisconsin is a free, 24/7 confidential service that helps Wisconsin residents access federal, state, and local resources through a comprehensive database of community non-profit and government programs. Working as a network, 211 Regional Contact Centers support and guide callers to solutions for their specific needs.

Core Competencies

• Strong analytical and critical thinking
• Reliable judgment with discretion for sensitive information
• Excellent organizational and time management
• Project coordination, organization, and problem-solving
• Clear written and verbal communication
• Collaborative across departments and diverse groups
• Technical proficiency with data systems and virtual tools
• Initiative, adaptability, and eagerness to learn and improve
• Contact center operations knowledge
• Training development and facilitation
• Quality assurance and performance improvement
• Relationship building and stakeholder engagement

Essential Duties and Responsibilities

1. Regional Contact Center Coordination

• Serve as a liaison between the statewide office and regional contact centers, supporting implementation of training, quality assurance, and service delivery initiatives developed by program leadership.
• Coordinate discussions and information sharing among regional contact centers to support implementation of established standards, procedures, and continuous improvement initiatives.
• Gather feedback and identify emerging needs, opportunities, and barriers, providing recommendations to leadership.
• Support relationships with partner organizations to strengthen service delivery practices, including warm handoffs, closed-loop referrals, and collaborative approaches to client support.

.2. Training and Education

• Assess training needs and inventory existing training resources to inform ongoing service delivery training priorities for regional contact centers.
• Coordinate and maintain implementation of the annual training plan developed in collaboration with the Program Manager and Program Director.
• Create and maintain training materials, facilitate training sessions, track participation and completion, and prepare related reports and documentation.
• Support onboarding and ongoing professional development initiatives for regional contact center staff.

3. Quality Assurance, Monitoring, and Reporting

• Coordinate statewide quality assurance activities and facilitate the development and implementation of quality assurance tools, processes, and reporting practices.
• Collect, analyze, and maintain quality assurance data and documentation to identify trends, evaluate performance, and support partner and funder requirements.
• Prepare and share quality assurance reports and provide recommendations that support continuous improvement and consistent service delivery across regional contact centers.

4. Confidentiality and Compliance

• Maintain confidentiality of sensitive and privileged information.
• Follow organizational policies and procedures related to data privacy, security, and information management, including compliance with applicable state and federal requirements.

Role Scope and Decision Authority

This position provides contact center coordination, support, and contributes recommendations and insights to inform leadership decision-making. Final authority for establishing statewide policy or operational standards remains with the Program Manager, Program Director, and designated leadership.

Qualifications

Education and Experience

• Associate or bachelor's degree in a relevant field (e.g., nonprofit or business administration, education) or equivalent professional experience.
• 1-2 years of experience in a supervisory or team lead role within a contact center preferred.
• 3-5 years of experience in a contact center, information and referral, or similar service-based environment.
• Experience supporting staff development, performance improvement, quality monitoring, or training initiatives.

Skills and Requirements

• Strong understanding of contact center operations, customer service principles, and performance improvement practices.
• Experience developing, delivering, and evaluating training programs in virtual and/or in-person environments.
• Experience with quality assurance, data collection, monitoring, reporting, and the use of data to drive continuous improvement.
• Strong analytical skills, with experience using data systems, reporting tools, or CRM platforms to identify trends and inform decision-making.
• Exceptional written and verbal communication capabilities, with the ability to engage diverse audiences.
• Strong organizational and project coordination skills, with the ability to manage multiple priorities and deadlines.
• Ability to operate effectively both independently and as part of a team within hybrid or distributed work environments.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), with advanced skills preferred.

Mission Alignment

All staff are expected to reflect organizational core values by being mission-focused, relationship-oriented, results-driven, and strong stewards of the United Way brand.