Child Care Providers United

Provider Resource Center Director

Position is hybrid; on-site in Sacramento, Los Angeles, or San Diego

 

Position Overview
The role of the Director is to contribute to the building of a stronger union by directing the creation and operation of a new Provider Resource Center (PRC). The Director will supervise a team of skilled staff who are trained to provide an excellent member experience with high quality advice, service and a consistently positive union experience for members within prescribed time frames and funding parameters. The PRC will utilize inbound and outbound call, text, and other technology to educate providers on benefits provided through the CBA as well as connect providers to CCPU work.

Duties and Responsibilities: All duties listed are required but not limited to and may or may not be continuously performed or ongoing at any specific time.

1. Set-up the Resource Center
   • Develop a strategic start-up plan in consultation with union leadership, members, and staff
   • Build out the needed technology, systems, and processes for a successful resource center operation
   • Establish systems to document calls and grievances using a local computer database
2. Supervisory Responsibilities Include:
   • Recruit, onboard, train, and support personnel to assist with the set-up and operation of the center
   • Interview, hire, train employees
   • Mentor, coach, and support staff and managers’ development and accountability
   • Oversee the effective training of new staff
   • Share responsibility with management team for daily huddles
   • Participate in and contribute to the union’s equity and inclusion efforts
   • Plan, assign, and direct work and delegate projects and track their success
   • Appraise performance
   • Address complaints and inter-staff challenges in a constructive way
   • Ensure Resource Center maintains a positive and productive team culture
3. Ensure the effective daily operation of the center, including:
   • Forecasting, scheduling, and coordinating daily operation
   • Obtain and use available reporting and other technology to meet agreed-upon service level goals.
   • Forecast and monitor call volume and service levels on daily, weekly, and monthly levels, adjusting staffing and schedules as needed.
   • Manage staff shift selection procedure and processes.
   • Ensure an effective and efficient non-phone casework system to allow staff time to complete active cases. Handle member complaints.
   • Make referrals to local unions for handling per Standards Operating Procedures (SOP).
   • Provide reports and analysis on the work of the PRC.
4. Coordinate with leaders and staff of CCPU and partner organizations, including:
   • Regular coordination meetings to report performance, discuss and update procedures, resolve challenges that arise.
   • Manage and report out on campaign projects such as outbound call campaigns
   • Track staff work time for billing purposes.
   • Manage day-to-day issues with partner organizations.
   • Analyze and apply language in union contracts
   • Support contract negotiations
   • Track grievances

Qualifications
Education and Experience: The ideal candidate will be an experienced and effective leader of teams with experience operating in a customer/member-experience environment.

• Ability to supervise and provide a mentoring relationship for the development of staff. Supervisory experience preferred. 3+ years supervisory experience in an inbound call center with at least 10 staff
• Experience with labor, non-profit, or member-oriented organizations
• Demonstrate understanding of the organizing model and how it can be used to empower members and ensure superior outcomes in the workplace
• Knowledge and understanding of collective bargaining issues and human resource management principles
• Sound interpersonal and communication skills appropriate to providing a quality member experience including the ability to establish and cultivate respectful relationships with people from diverse backgrounds
• Sound organizational skills to manage and prioritize work subject to deadlines in a dynamic and changing environment, as an individual and as a member of a team
• Demonstrate ability to formulate and meet measurable performance goals
• High level of understanding of Microsoft Office and database functions and management
• Experience with Contact Center software, implementation and roll out
• Experience developing Standard Operating Procedures
• Strong customer service skills and experience
• Strong analytical skills and experience
• Strong written and verbal communications skills
• Willingness to work long hours and weekends as needed.
• Bilingual language skills preferred

Additional requirements: Must possess a valid California driver’s license; must have auto insurance that covers business driving; and must possess an automobile for business use.

Salary: $120-140k commensurate with experience, rich benefits

To Apply:
Send résumé and cover letter to jobs@ccpuca.org. This position is open until filled; however, the posting/acceptance of applications may close at any time.

We are committed to hiring staff who reflect our membership and model the unity and equity that we seek to build. Women, LGBTQIA+, people of color, people with disabilities and immigrants strongly encouraged to apply. Position is based in California.

About Child Care Providers United
CCPU brings together more than 40,000 family child care providers across California to improve the profession and ensure every child has access to quality early learning and care. CCPU is a partnership of SEIU Local 99, SEIU Local 521 and UDW/AFSCME 3930. We are establishing a resource center to provide services and support to our union’s members and not yet union family child care providers. The Member Resource Center Director will be responsible for the set-up of the staff, technology, and infrastructure needed to successfully launch in the first half of 2024. As part of the CCPU management team, the Director should be committed to our members’ vision of a just and vibrant society for all.