American Red Cross Analyst V, Process Improvement in Fairfax, Virginia

Job Description:

This individual will Develop and maintain the doctrinal, technological, and volunteer human capital infrastructure necessary to standup a Disaster Relief Operation Call Center at any time. They will also develop and maintain the doctrinal, technological, and volunteer human capital infrastructure necessary to provide 24/7/365 RC View DAT Dispatch Tier 2 support; Support the configuration, deployment, and troubleshooting of RC View; and Track the adoption of RC View DAT Dispatch and Responder Portal technology among the 60 Humanitarian Regions of the Red Cross; Support the accountable field-based parties in troubleshooting DAT Dispatch issues

RESPONSIBILITIES:

  • Recruit, train, mentor, and retain a cadre of operational volunteers to stand up, operate, support, and/or scale down a Disaster Relief Operation Call Center.

  • Oversee continuous improvement of Disaster Relief Operation Call Center Doctrine.

  • Work closely with Humanitarian IT, Telecom, other members of Disaster Cycle Services, and vendors, as appropriate, to ensure all technology functions are in place to support Disaster Relief Operation Call Centers.

  • Recruit, train, mentor, and retain a cadre of operational volunteers to provide RC View DAT Dispatch Tier 2 support on a 24/7/365 basis.

  • Work with other Disaster Cycle Services team members to support the configuration, deployment, and troubleshooting of other RC View modules.

  • Support the adoption and quantitatively track the adoption rate of RC View's DAT Dispatch capabilities, including Responder Portal.

  • Support troubleshooting for call surges or other issues with DAT Dispatch call-answering capabilities and procedures at DAT Dispatch nodes and/or single-regions.

  • Support National Headquarters decision makers by collaborating with other data analysts on the Situational Awareness and Decision Support team.

  • Export and manipulate data to support quick decision-making by senior leadership

  • Create briefings in Power BI to support national level disaster operations.

QUALIFICATIONS:

  • Bachelor's degree or equivalent experience

  • 10 years experience, 3 of which are managing people

  • Experience working with call centers or other means of emergency communications

  • Previous demonstrated experience and success working with remote team members

  • Ability to travel up to 25%

Apply now! Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

The American Red Cross is a diverse nonprofit organization offering its employee's professional development and growth opportunities, a competitive salary, comprehensive benefits, and a collaborative team spirit environment.