Service Center Manager

PAY RANGE:
$28.00 - $34.00 per hour

POSITION SUMMARY:
This position will assist in the leadership of the strategic and day-to-day operations of our inbound and outbound contact center, ensuring service excellence, team well-being, and alignment with the organization’s mission. This role is critical in maintaining high-quality service delivery, optimizing performance, and fostering a supportive and purpose-driven team culture.

ESSENTIAL FUNCTIONS/JOB DUTIES:
- Oversees Association A+ registration, enrollment, screening, and documentation in collaboration with internal departments and State A+ officials.
- Ensures registration deadlines, data accuracy, and reporting requirements are met.
- Leads, trains, coaches, and supports Youth Service Center staff.
- Promotes a positive, inclusive, and mission-driven team environment.
- Communicates program updates and registration information to families and staff.
- Oversees daily Service Center operations, including customer service, account management, billing, program registration, and issue resolution.
- Monitors service levels, call volumes, response times, staffing, and workflow.
- Ensures accurate CRM records and adherence to established procedures.
- Supports process improvements, technology implementation, and operational efficiency.
- Handles escalated member, parent, and program concerns professionally.
- Ensures compliance with YMCA policies, privacy requirements, safeguarding standards, and applicable regulations.
- Maintains accurate records, reports, and enrollment data.
- Monitors performance metrics and identifies opportunities to improve service and efficiency.
- Supports audits, including A+ registration and data integrity reviews.
- Assists with accounts receivable follow-up and related administrative processes.
- Partners with branches and departments including Child Care, Membership, Marketing, IT, and Accounting.
- Coordinates projects, meetings, A+ registration activities, and process improvements.
- Conducts A+ and branch site visits to strengthen communication and program operations.
- Supports staff training, professional development, engagement, and career growth.
- Promotes a culture of care, inclusion, and continuous learning.
- Ensures staff and volunteers follow safety, abuse prevention, reporting, and risk management procedures.
- Participates in required training, meetings, and organizational initiatives.
- Performs other duties as assigned.

QUALIFICATIONS:
- Minimum 18 years of age
Skills/Knowledge:
- Reliable transportation to and from the assigned location required.
- Able to complete all virtual and in-person trainings related to Child Abuse Prevention within 30 days of hire.
- Fulfillment of state-specific hiring standards and completion of YMCA program-specific training.
- Able to be CPR, First Aid, and AED certified.
- Able to work collaboratively in a team environment.
- Commitment to inclusion and compliance with the Americans with Disabilities Act (ADA).
Education/Training:
- High school diploma or equivalent required; Bachelor's degree in Business, Management or related field preferred.
- Minimum one year related experience (e.g., supervisor or customer service) required.
- YMCA Team Leader certification preferred.

WHY THE Y?:

- Free Y membership with employment
- Referral bonuses - Y employees can earn cash or Y credit bonuses for referring a new hire*
- Up to 60% discounts for yourself, family, and even your siblings on Y programs, camps, preschool, childcare, and more.

Child Protection Commitment

The YMCA requires all staff to share responsibility for preventing child abuse by upholding professional boundaries, completing mandatory Praesidium training, and reporting concerns. All candidates must successfully complete a comprehensive background screening, including criminal and sex offender checks.

*See job opportunities page (https://www.ymcahonolulu.org/jobs/job-opportunities) for full details