Statewide 211 Contact Center Coordinator & Training Lead

United Way Worldwide; Madison (WI); On-site; USD 52,000 - 74,000; Full time

Job summary

United Way of Wisconsin is seeking a 211 WI Contact Center Coordinator to support statewide coordination of training, quality assurance, and service delivery across regional centers. You will help implement standards, gather feedback, and assist in continuous improvement while partnering with regional leaders.

The role strengthens the client experience, offers operational support, and promotes consistent practices across the 211 Wisconsin network in a hybrid work environment.

Qualifications

• Associate or Bachelor’s degree in nonprofit or business administration or related field.
• 1–2 years supervision in a contact center preferred.
• 3–5 years experience in a contact center or information and referral.
• Experience supporting staff development and training initiatives.

Responsibilities

• Serve as liaison between statewide office and regional contact centers for training and QA.
• Coordinate discussions among regional centers to implement standards, procedures, and continuous improvement initiatives.
• Gather feedback and identify needs, opportunities, and barriers, providing recommendations to leadership.
• Support relationships with partner organizations to strengthen service delivery practices, including warm handoffs and referrals.

Skills

Analytical thinking

Communication skills

Organizational skills

Project coordination

Relationship building

Education

Associate or bachelor’s degree in nonprofit or business administration or related field

1–2 years supervisory/lead experience in a contact center

3–5 years in contact center or information and referral

Experience supporting staff development and training initiatives

Tools

Microsoft Office Suite

CRM platforms

Data analysis tools

Job description

United Way of Wisconsin is seeking a 211 WI Contact Center Coordinator to support statewide coordination of training, quality assurance, and service delivery across regional centers. You will help implement standards, gather feedback, and assist in continuous improvement while partnering with regional leaders.

The role strengthens the client experience, offers operational support, and promotes consistent practices across the 211 Wisconsin network in a hybrid work environment.