Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal. The Manager, Relationship Services Operations position exists as a roll-up-the-sleeves leader that directs, guides, and engages in all aspects of constituent facing non-digital, scheduling, and data analyzing team activities. These teams, which support the RS phone/operations teams, include, but are not limited to Back Office Data Services and Work Force Management and Reports Analysis. Additional responsibilities include 3rd party (i.e., outsource) operational management. Key responsibility is to provide environment for efficient and accurate execution/processing of constituent postal requests (donations, purchase requests, and requests for information) and scheduling all constituent facing activities and provide actionable analytics of said activities for RS management. All designed with delivering Kingdom Class constituent experience in mind. Essential Duties/Responsibilities: + Provides appropriate data to Director, RS Operations in preparing staffing model; recommends needed changes for multi-channel constituent service within the Relationship Services Division + Recommends and creates work groups reports (cost, quality, and schedules) as needed + Owns workforce management, establishes work group schedules and priorities to ensure proper staffing of day-to-day activities to meet divisional service levels + Participates in Divisional projects to meet ministry objectives and plans + Analyzes/creates reports, providing management insight on trends within contact center + Carries out daily team stand-ups to understand teams’ priorities, constraints, and roadblocks + Works with RS Operations to identify appropriate service levels and coaches team members to be able to deliver against service objectives + Provides regular update reporting on teams’ progress/success/concerns/objectives + Provides input into the budgeting process + Offers input into the Training programs for the Family Help Center + Utilizes a thorough understanding of FOF policies and procedures, as well as specific policies and procedures of the department + Utilizes knowledge of all divisional software, hardware, technology, and systems required to support the services provided by the RS division withing the contact center + Foresees valuable possibilities for divisional improvements, aggressively suggesting changes and improvements + Assists with interviewing responsibilities for new department team members + Ensures that employees have necessary materials and resources to be equipped for job success + Resolves day-to-day work area and “people” problems, involving Human Resources Representative as needed + Interacts with other teams, work groups, and departments to solve mutual problems, and to better understand ministry objectives and plans + Encourages quality, cost, and safety awareness among staff + Meets regularly with each employee in reporting group + Meets regularly with Director, RS Operations for assignments and communication + Attends and participates in leadership and partnership meetings + Completes Coachwell reviews for assigned reporting employees, in timely manner + Participates in management development training programs as per ministry standards and expectations + Functions as initial/primary contact with off-shore/out-sourced vendors for operational issues. Ensures compliance with terms and conditions + Ensures Work Force Management schedules are completed; ensures proper staffing based upon inbound engagement trending analysis and additionally provide information Other Duties/Responsibilities: + Performs other duties as assigned Managerial Breadth/Scope of Job: + Manages a staff of up to10-30 employees Working Environment/Physical Requirements: + Fast paced, high volume e-mail, phone, and letter response operations + Office/Production environment + Stress associated with constantly changing priorities and demands + May work in own home office to ensure business continuity JOB QUALIFICATIONS/REQUIREMENTS Character/Spiritual: Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...” Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.” Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct (http://media.focusonthefamily.com/fotf/pdf/about-us/human-resources/moral-policy.pdf) and Statement of Faith (http://www.focusonthefamily.com/about/foundational-values#values) ; upholds Focus on the Family's ministry in prayer Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer Engages in Christian ministry Demonstrates behaviors aligned with FOF core values (http://www.focusonthefamily.com/about/foundational-values#values) Personal Characteristics: + Positive, can-do attitude, teachable, self-managed work ethic, servant’s heart, and patient, diplomatic, process thinker, approachable, personable, and articulate Knowledge/Experience: + Bachelor’s degree in related field + 3-5 years of experience in Customer Service environment including team leadership + In depth knowledge of FOF mission, philosophy, values, and objectives Skills, Abilities, and Special Talents/Gifts: + Must be flexible and able to adapt and lead in a team environment that is fast-paced and rapidly changes + Strong ability to interact professionally with multiple levels of personnel and management + Ability to work shifts outside of normal business hours (including Saturday rotation and occasional evening shifts), as specified by division leader + Demonstrated leadership and administrative skills + Ability to aggressively take initiative, when appropriate and communicate effectively, verbally and written + Demonstrated understanding of the adult learning process + Highly polished verbal skills: clarity of expression, good organization of thoughts, and effective articulation + Strong ability to organize and plan work in advance, deciding on the most efficient way to do assigned tasks or projects; ability to monitor and delegate when appropriate + Ability to counsel and assist others in resolving problems and confront difficult people and situations successfully and with confidence + Requires use of judgment to solve moderately complex problems within the limits of standard policy and practice + Excellent computer skills, problem solving skills, organizational skills, and analytical skills + Ability to manage confidential information, manage change with clear, concise objectives, and encourage and motivate personnel + Strong understanding of and ability to read and digest agreements Stewardship Requirements: + It is expected that all employees within Relationship Services understand their responsibility first and foremost to God, recognizing that He, and He alone, is our Sovereign provider of all we have. To that end, we recognize that it is incumbent upon everyone to understand that being a ‘good steward’ requires appropriate use of all resources God has provided. This includes time and talent, as well as money. Additionally, as brothers and sisters in Christ, we are responsible to hold not just ourselves, but our peers, subordinates, and supervisors to the same standard as God expects of us. Salary Range: $58,236 to $67,077/yr. Application Materials Required: Cover Letter, Resume/CV Application Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. Must include date ranges to include month and year (mm/yyyy) and whether the position was full time or part time. 2. A cover letter that specifically addresses the job requirements and outlines qualifications Focus on the Family puts a high value on our team members and offers a unique benefit package. Employees scheduled for 20 hours or more per week are eligible for: + Norton LifeLock ID Theft Coverage + Legal Shield/ID Shield Coverage + AFLAC + 403B Retirement Plan + Vacation Time & Vacation Payout + Sick Time + Holidays + Service Awards + Community Service Days + Bookstore Discount + Fitness Center Employees scheduled for 30 hours or more per week are eligible for all the above and: + Medical Plan + Dental Plan + Vision Plan + Life Insurance + Disability Insurance + Flexible Spending Accounts + EAP (Employee Assistance Program) + Tuition Reimbursement + Warehouse Membership Reimbursement Note: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents. *Temporary employees are not eligible for benefits, except for: + Fitness Center + Bookstore Discount + Sick Time Tentative Search Timeline: + Priority will be given to applications submitted by October 31st, 2024. However, this posting will remain open until filled. + The potential employee start date is November 11th, 2024. Posting date: October 2, 2024 Unposting date: ongoing until filled Posting contact email: job@fotf.org Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry. Job Details Pay Type Salary