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Call Center Manager

Common Threads Charitable Donation Services

Reports To: Director of Logistics & Operations Department: Customer Service & Donation Operations Location: Common Threads Charitable Donation Services (with regional field coordination) Employment Type: Full-Time, Exempt Direct Reports: Customer Service Representatives

POSITION SUMMARY

Common Threads Charitable Donation Services is seeking an experienced Call Center Manager to lead the human-supported side of a modern, technology-forward customer contact operation. Common Threads operates a primary AI-powered contact center that autonomously handles routine scheduling functions, including standard donation pickup bookings, appointment confirmations, and high-volume inbound inquiries.

The Call Center Manager is responsible for all interactions escalated beyond the AI platform's capabilities, including complex customer service issues, complaints, partner concerns, and operational challenges requiring human judgment, empathy, and accountability.

This role combines team leadership, service quality ownership, and administration of the organization's AI scheduling platform. The Call Center Manager serves as the primary business owner and super-user of Common Threads' AI contact center technology, maintaining call flows, routing logic, escalation pathways, and the knowledge base that supports donor and customer interactions. The position ensures that every contact requiring human intervention is resolved quickly, professionally, and in a manner that strengthens relationships with donors, community partners, and stakeholders.

PRIMARY RESPONSIBILITIES

Customer Service Escalations

• Serve as the senior point of contact for escalated customer issues that cannot be resolved by the AI platform or front-line representatives.
• Manage the escalation queue, establish response-time expectations, and personally oversee sensitive or high-impact cases through resolution.

Property Partner Relations

• Act as the primary liaison for property managers, landlords, business partners, and site owners regarding donation bins, collection activities, and site-related concerns.
• Investigate and resolve issues involving bin placement, overflow, servicing schedules, accessibility, and site appearance while maintaining positive partner relationships.

Donation Bin Service Management

• Oversee the intake, prioritization, and resolution of issues involving attended and unattended donation bins, including servicing requests, relocations, repairs, overflow situations, and damage reports.
• Coordinate with logistics and field operations teams to ensure timely resolution.

Attended Donation Center Support

• Address customer and operational concerns arising at attended donation centers, ensuring consistent service standards and a positive donor experience.

Home Donation Pickup Resolution

• Manage escalated donor concerns related to home donation pickups, including missed collections, delays, rescheduling requests, special handling situations, and service complaints.
• Ensure every case transferred from the AI scheduling system receives appropriate follow-up and resolution.

AI Platform Administration

• Serve as the primary administrator and super-user of Common Threads' AI contact center platform.
• Configure and maintain AI call flows, routing rules, prompts, escalation pathways, and operational settings.
• Own and regularly audit the knowledge base that supports donor communications, service area information, donation guidelines, and pickup policies to ensure accuracy and consistency.

AI Contact Center Optimization

• Define and continuously improve handoff procedures between automated and human support.
• Monitor AI performance, customer sentiment, and escalation trends.
• Identify recurring issues and collaborate with leadership to improve automation effectiveness and customer experience.

Team Leadership

• Recruit, train, schedule, coach, and develop Customer Service Representatives.
• Establish performance expectations, conduct quality reviews, and foster a customer-focused culture aligned with Common Threads' mission and values.

Service Quality & Reporting

• Develop and monitor key performance indicators across both AI and human-supported operations, including:
  • Resolution time
  • Escalation volume
  • Customer satisfaction
  • Complaint trends
  • AI containment rates
  • Human handoff rates
  • Donor sentiment
• Provide regular reporting and recommendations to leadership regarding operational performance and process improvements.

QUALIFICATIONS

• 3+ years of call center, contact center, or customer service management experience with direct supervisory responsibility.
• Proven success managing escalations, complaints, and high-stakes customer relationships.
• Experience administering or supporting AI-driven contact center platforms, conversational AI systems, CRM software, or scheduling technologies strongly preferred.
• Experience serving as a platform administrator or super-user for systems such as RingCentral, Five9, Genesys, NICE CXone, or similar cloud-based contact center platforms is highly desirable.
• Understanding of workflow automation, call routing logic, and AI knowledge base management.
• Familiarity with donation collection operations, logistics, route scheduling, field service coordination, or property management is a plus.
• Bachelor's degree in Business, Operations, Communications, or a related field, or equivalent professional experience.

SKILLS & COMPETENCIES

• Exceptional written and verbal communication skills with the ability to professionally de-escalate difficult situations.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities and maintain service excellence in a fast-paced environment.
• Comfortable using operational dashboards, metrics, and reporting tools to drive performance.
• Collaborative leadership style focused on coaching, accountability, and employee development.
• Technically proficient in administering contact center software, including configuring call flows, routing logic, automation rules, and AI prompts.

WHY COMMON THREADS CHARITABLE DONATION SERVICES

At Common Threads Charitable Donation Services, every donation, collection, and community partnership contributes to a more sustainable future. Our mission is to extend the life of reusable goods, reduce waste, and support charitable initiatives that strengthen the communities we serve.

As part of our team, you will help create an exceptional donor experience by combining innovative technology with genuine human service. When donors, partners, and community members need personal assistance, you will ensure they receive knowledgeable, compassionate, and effective support.

Common Threads Charitable Donation Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are respected, valued, and empowered to succeed.