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Job Information
Focus on the Family Relationship Services Working Supervisor in Colorado Springs, Colorado
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 Working Supervisor, Relationship Services (RS) position exists to provide needed support to the Relationship Services Operation and Family Marriage Institute (FMI) teams. This is accomplished through communication and direction, skill development, daily response, and process management to the RS Department, supporting its objectives. In addition, this role aides and guides the Information Support (IFS)team, in addition to representing Relationship Services in various ministry-wide meetings.
Essential Duties/Responsibilities:
Answers questions from Family Help Center employees as needed through walk-ups, phone, email, Teams, and Salesforce
Provides guidance to employees on directing/differentiating questions to RS Managers, IT, Schedulers, and Information Support teams
Ensures adequate communication with Family Help Center and Information Support teams regarding phone, e-mail and mail process and procedures
Assists, as needed, as an escalation point for emerging technical issues or system outages, quickly working with RS and other departments to identify root causes to facilitate ultimate resolution
Resolves complicated constituent-facing issues routed to IFS, appropriately utilizing inter-department communication to find solutions as needed
Identifies and implements procedures to improve first case resolution
Coordinates the adoption of new processes or support projects as directed by the Support Manager and RS leadership
Supports management and scheduling teams on response priorities. Directs day-to-day activities of the IFS team, including ongoing projects, daily work queues and urgent needs
Assists IFS team with daily queue work by researching, coaching, and providing responses to RS Team
Resolves order-related issues in all systems including Big Commerce, PayConex, Order Desk, Ingram, CyberSource, and Salesforce
Works with the RS training team as well as department managers to facilitate smooth onboarding with each new training class. Manages testing and the escalation of issues in the training environment before each class, ensuring uninterrupted training
Interacts with other teams, work groups, and departments in beta-testing new applications and system enhancements
Polls RS and FMI teams regarding trends or concerns and solving mutual problems to better understand ministry objectives and plans
Guides the creation of new training refreshers
Serves as the primary voice for IFS during “411” update meetings
Assists in defining standard operating procedures for each job function within RS Operations and FMI, including the Sr. Data Services Specialists, 4BServe, and Capgemini
Assists the RS Support Manager and other RS managers in resolving day-to-day work area and “people” problems, involving Human Resources Representatives appropriately
Manages difficult constituent contacts when required
Works in conjunction with the IFS Team to review scheduled marketing initiatives, communicates findings with the appropriate department as needed, and prepares the RS Operation Team for potential impact of all marketing efforts
Schedules and leads meetings with the IFS Team and RS Leadership to ensure consistent communication on priorities and objectives
Other Duties/Responsibilities:
Assists with maintaining work group safety measures and awareness, periodically reviewing safety status within work areas, and interfacing with HR and Safety and Risk Management offices; assists in preparation of accident and worker’s compensation claims
Coachwell and 1:1 Meetings with direct reports
Assists other in the RS Department as needed in magazine resends, phone line switches, email sorting from help@fotf.org tracked folders, uploading cleanup projects in SharePoint, and other projects/issues as needed and assigned
Managerial Breadth/Scope of Job:
May manage a team of up to 8 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
Occasional holiday and weekend work is required
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, patient, diplomatic, process thinker, approachable, personable, and articulate, self-motivated
Knowledge/Experience:
Bachelor’s degree in business or another appropriate major or 2-4 years in Customer Service environment with two years in supervision, preferred
Experience in Relationship Services Department strongly preferred
Experience in a call or contact center preferred
In-depth knowledge of FOF mission, philosophy, values, and objectives
In-depth mail process and processing experience is preferred
Skills, Abilities, and Special Talents/Gifts:
Ability to work shifts outside of normal business hours as the need dictates
Demonstrated leadership and administrative skills; Ability to boldly and diplomatically take initiative, when appropriate; Healthy emotional IQ and a humble, hungry, smart posture
Strong verbal, non-verbal, and written communication skills; Polished verbal skills: clarity of expression, good organization of thoughts, and effective articulation
Strong ability to organize and plan work in advance, decide 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
Ability to engage with difficult people and situations and negotiate win-win outcomes
Use of sound judgment to solve moderately complex problems within the limits of standard policy and practice
Solid computer, problem-solving, organizational, and analytical skills
Ability to manage confidential information
Ability to manage change with clear, concise objectives
Ability to encourage and motivate personnel individually and on teams
Pay Range: $26.00 to $30.00/hr.
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:
Sick Time
Bookstore Discount
Fitness Center
Tentative Search Timeline:
Priority will be given to applications submitted by July 18th, 2024. However, this posting will remain open until filled.
The potential employee start date is July 22nd, 2024.
Posting date: June 18, 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 Hourly