Call Center Operations Manager Jobs in Walpole, MA

The Center Operations Specialist position is responsible for executing the day-to-day operations of one or more USO Centers, providing excellent customer service, and maintaining a safe, friendly, and inviting environment for service members. This position also manages and delivers, and may assist in designing, high quality, self-sustaining and cost-efficient programs, events and activities in locations surrounding the Center(s). It provides valuable, engaging and memorable experiences for military service members and their families, and may also guide and administer volunteers.

• Execute day-to-day Center operational procedures, ensuring a cost-effective, safe, welcoming and clean environment. Monitor and maintain facilities and equipment so that they are well-maintained and ready-to-use. Enforce sanitary and food-handling guidelines and regulations.
• Engage and interact with Center visitors, and serve as a subject matter expert about its amenities, tours, classes, programs and services; troubleshoot to resolve issues. May direct and manage vendors.
• Help to maintain Center operations within budget. Monitor and maintain, and accurately report on inventory, and handle cash. Provide data for financial, operational and statistical reports as requested. Provide ad hoc reports as required.
• Create and maintain a Standard Operating Procedure file that details local operational procedures and Center activities to enable prompt reporting, easy rotation and follow-on.
• As directed by Center Operations Manager or other leaders, help to plan and oversee, and lead the execution of, operational areas which may include programs, logistics, inventory management, budget, social media and database management.
• Assist with operations and programs communications and awareness. Compile and prepare announcements, stories and photos for social media, local media representatives and website publications, ensuring that content conforms to USO media guidelines.
• Deliver, or assist in managing the planning and evaluation of new and existing USO programs, activities and events on and off US military installations, including coordinating all functions, materials and assets to ensure that these programs, activities and events are effective and run efficiently.
• Assist Center Operations Manager or higher-level colleagues in reviewing USO programs and service needs within assigned area, including helping to research and recommend new programs and services. Implement any resulting program, event or activity changes.
• With key internal and external stakeholders, assist in developing, improving and maintaining working relationships with the U.S. Military, local community leaders, partners and donors, and media representatives to enhance awareness and generate support of the USO mission, and to support successful program delivery.
• Coordinate with Center colleagues to ensure appropriate and adequate resources including volunteers, materials, and supplies are available for all programs, events, and activities. Serve as a programs resource to colleagues and oversee volunteer participation.
• Communicate key information to volunteers, including shift openings, policy changes, development opportunities, etc. Maintain and generate reports from the volunteer database related to hours worked, applications in process/received, etc.
• Direct prospective volunteers through the application process. Help coordinate on the job training for volunteers. Implement volunteer recognition events and run reports – e.g., award milestone/birthdays, etc. Communicate volunteer improvement suggestions to USO colleagues. Submit Volunteer of the Quarter nominations.
• May be required to operate a USO or personal motor vehicle.
• Other duties as assigned, including backfilling for Center Operations Manager or other positions, as directed by senior leaders.

• High School Diploma or equivalent.
• 2+ years work experience in event management, marketing, retail, customer service, recreation facility or related role. Relevant experience in a non-profit, military, multicultural and/or global organization preferred.
• Strong interpersonal, customer service and problem-solving skills. Ability to interact with USO Leadership, the general public and military audiences at a variety of levels with integrity and professionalism.
• Proficiency using computers and electronics equipment. Working knowledge of various software, applications, and programs including but not limited to Microsoft Office Suite. General knowledge of various software, applications, and programs including but not limited to volunteer management software and social media platforms. Experience with Digital Cheetah preferred.
• Demonstrated ability to exercise sound judgment related to controversial and/or culturally sensitive subjects. Ability to handle confidential information with tact and poise.
• Demonstrated ability to show initiative, self-motivation, and attention to detail with the ability to manage multiple projects with competing priorities. Ability to quickly and easily adapt to changing organizational needs.
• Ability to achieve desired results while working collaboratively in a team environment.
• Ability to perform basic math and follow proper cash/donation handling and reporting procedures, business/accounting functions including project management and budget reconciliation.
• Willingness and ability to work non-standard hours as needed.
• General knowledge of military community preferred.
• Ability to obtain and maintain proper credentials necessary to access USO Center locations and facilities including but not limited to security, credit and/or background screening, SOFA status, valid driver's license.
• Ability to obtain and maintain a valid United States passport and valid foreign driver's license* (in applicable locations/regions)
• Must be a strong advocate of the USO's mission.

• This position is located in Boston, MA (Boston Logan International Airport. Preference will be given to local candidates within commuting distance to the location.
• The salary range for this position is $48,300-$69,000.
• To support pay transparency, this posting includes the anticipated base salary range for this role. Compensation is determined based on several factors including geographic location, relevant experience, specialized skills, certifications, and overall alignment with the position requirements. Our compensation practices are designed to ensure market competitiveness and internal equity across roles and levels.
• Resume and cover letter are required for full consideration.
• Background check – education, criminal and driving required.
• The statements contained herein describe the scope of the responsibility and essential functions of this position but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.

If that's not enough to convince you, here are some direct quotes from employees:

• The organization truly cares about the people who work here.
• There is great consideration given and extended in the following areas: organizational core values for all, work-life balance, impact we can actually see (and even experience as a staff member- the feeling of making an impact is priceless), autonomy with respect to current position within the organization.
• Everyone is friendly and easy to talk to. We collaborate well together and share ideas and interests to create fun activities for our overall goal in the community. I couldn't think of a better organization to work for.
• The mission alone provides a positive and meaningful purpose, where people should want to work and be a part of. Most of the people who work for the USO and volunteer for the USO have giving hearts and want to make a difference. This also makes the organization a place where people would want to work.
• The mission and opportunities to make a Difference are amazing. There is no doubt that the USO is one of the most forward-facing, frontline serving nonprofits that I know of.

Apply today. Join the mission. Join Team USO.