Senior Call Center & Communications Officer

We are looking for a highly organized, personable, and responsive Senior Call Center & Communications Officer to oversee our live answering and company communication functions. This is a highly visible role within our organization. You will help ensure that clients, families, caregivers, referral partners, and employees receive a professional and helpful experience.

You’ll also serve as an important communication link between our callers and internal teams, helping make sure questions get answered, messages reach the right people, and urgent concerns do not fall through the cracks.

What You’ll Do:

Manage Our Main Phone & Call Center Function

• Oversee the day-to-day operation of our live answering and call-routing function.
• Ensure incoming calls are answered professionally and directed to the appropriate person or department.
• Monitor call quality, response times, and message accuracy.
• Identify recurring questions, complaints, and communication issues and bring important trends to leadership’s attention.

Create an Excellent Caller Experience

• Provide a warm, professional experience for clients, families, caregivers, referral sources, and community partners.
• Help callers navigate the organization and quickly connect with the right resource.
• Maintain clear call guides, FAQs, and scripts for commonly received question