Hotline Team Supervisor

PRIMARY FUNCTION

Supervises team of Hotline Specialists and manages regular shifts. Manages and directs the activities of Specialists who provide customer support. Responsible for ensuring that resources are utilized efficiently, in accordance with contact center objectives and in ways that consistently promote customer quality and satisfaction. Responsible for ensuring Specialist support and smooth operations on phone, text, and chat shifts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Responsible for development and engagement of assigned employees and ensure they have the necessary tools and information.
2. Conduct shift supervisor responsibilities as scheduled
   • • Monitor queues and specialist availability; take action according to plan
     • Ensure that specialists are conducting scheduled activities (handling interactions, breaks, training, etc.) at the scheduled times
     • Support logged in specialists regardless of team
3. Provide management support to frontline specialists including support and emergency backup. Facilitate emergency services response- 9-1-1, Mobile Crisis, and Child Protection Services.
4. Ensure accurate and timely reporting.
5. Monitor schedule adherence and conduct conversations to ensure that Specialists meet attendance and adherence expectations
6. Provide feedback and one-on-one training to Hotline Specialists. Conduct coaching and performance appraisals to ensure compliance with policies and procedures, identify opportunities for growth and development, and recognize positive behaviors.
7. Work with specialists to develop plans for immediate and long-term performance improvements and career aspirations.
8. Proactively problem-solve and provide timely resolution to ensure minimal impact to customer and employee satisfaction. Identify the most appropriate and supportive course of action for problem resolution and effectively communicate plans to those impacted.
9. Participate in special project activities and support teams by providing ad hoc information and reports.
10. Attend mandatory meetings, trainings, and continuing education events. Must complete 12 hours of continuing education per year.
11. Handle interactions 2 hours per month (scheduled in advance).
12. Perform other duties as assigned.

Supervision to be exercised

Supervise team of Hotline Specialists and provide shift supervision to groups of Hotline Specialists.

Supervision to be received

Reports to evening Manager, Hotline Operations.

Minimum Qualifications

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor’s degree or equivalent combination of education and work experience.

Experience

• Six months to one year Hotline experience
• Supervisory experience strongly preferred (mentoring experience will be considered)
• Crisis/Emergency Services; Customer Service: Contact Center
• Experience conducting performance appraisal and delivering employment coaching preferred

Skills

• Strong interpersonal, coordination, and organizational skills
• Demonstrated ability to think critically and analytically
• Proven ability to organize and clearly communication thoughts and ideas
• Strong written and verbal communication skills
• Customer contact work (e.g., as a contact center agent)
• Computer skills
• Leadership ability
• Ability to identify appropriate resources and make referrals essential
• Database/Microsoft Office proficiency

Abilities

• Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, clients and family members or caretakers, interns, volunteers, paid staff, and community partners.
• Ability to express ideas with clarity, confidence and sensitivity.
• Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.
• Must be comfortable working independently in a fast-paced environment and handling crises situations, including suicidal contacts.

Physical Demands

The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing this job's duties, the employee is frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear. The employee must be able to lift and/or move up to 35 pounds frequently. The job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.