Job Description

The 2-1-1/LIFE LINE Contact Center Supervisor is responsible for the daily supervision of the 2-1-1/LIFE LINE program. 2-1-1/LIFE LINE is a crisis/suicide hotline and information & referral program offering crisis intervention, needs assessment and referrals to health and human services organizations that can assist with those identified needs. The 2-1-1/LIFE LINE program operates many different hotlines and related information & referral and customer service contracts. The 2-1-1/LIFE LINE Contact Center Supervisor supervises the front line staff and the coordination of the department workflow. The 2-1-1/LIFE LINE Contact Center Supervisor supports and maintains call center traffic (calls, e-mails, faxes, live chat) within established standards and ensures delivery of superior customer service. The Contact Center Supervisor is responsible for supervising the delivery of services and providing feedback and coaching on performance and adherence to policies and protocols, as well as overseeing the delivery of ongoing training to all Telecounselors. Maintains knowledge of program activities, changes, issues and provide input into relevant service wide decisions.

Subscribes to and promotes Goodwill of the Finger Lakes’ mission, vision, and values. Functions as an active Call Center Team member to achieve organization and department goals.

Competencies needed to be successful in this job include: Approachability, Customer Focus, Professionalism, Conflict Management, Directing Others, Timely Decision Making, Patience, Personal Learning, Contract Management, Change Agility.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Prepares schedules; maximize the coverage of the queue at the same time reduce overtime without comprising contract standards.
2. Monitors and prioritizes daily workloads to handle call and adjust work assignments in response to volume fluctuation.
3. With guidance from the 2-1-1/LIFE LINE Operations Manager, provides direction and support to staff regarding the delivery of information and referral, crisis intervention, and counseling services.

3.1.1. Responsible for supervising the performance of the Shift Coordinators

3.1.2. Completing monitoring forms, and providing both formal and informal feedback and coaching to Telecounselors around clinical skills and customer service techniques.

3.1.3. Assists in enforcing Telecounselor action plans around improvement of I&R and clinical skills; reports on Telecounselor progress with action plans.

3.1.4. Responsible for the provision of immediate support to staff and debriefing of staff regarding difficult and/or complex customer interactions; reviews these interactions and provides feedback to Telecounselors regarding performance

3.1.5. Responsible for reporting any ongoing or complex Telecounselor performance issues to the 2-1-1/LIFE LINE Operations Supervisor.

1. Ensures that call center staff meets or exceeds established standards for service delivery according to the standards of the American Association of Suicidology and the Alliance of Information and Systems and follows all policies and procedures associated with all contracts and hotlines.
2. Provides support in establishing and implementing policies, procedures, and training programs.
3. Maintains performance information on direct reports; prepares and delivers timely performance appraisals in consultation with 2-1-1/LIFE LINE Operations Manager.
4. Provides feedback and regular coaching to front line staff using established Goodwill of the Finger Lakes policies and procedures.
5. Responds to disciplinary situations according to established procedures.
6. Handles escalated consumer issues and answers incoming calls on al1 various hotlines and contracts if volume necessitates.
7. Initiates, researches and recommend process and workflow enhancements to increase efficiency.
8. Promotes a team environment;

11.1. Communicates regularly with staff and management to ensure clear understanding and to share pertinent information;

11.2. Maintains an environment that demonstrates respect and support for each individual; and

11.3. Recognizes group and individual accomplishments; and maintains harmony with workers and resolves grievances.

1. Serves as a leader by directing the team and ensuring the team successfully complies with contract and service delivery standards.
2. Monitors and oversees response to all contract traffic (telephone calls, emails, faxes, etc.).
3. Maintains competency and certification by attending and participating actively in all required in-service training and other department meetings to stay abreast of new developments and practices.
4. Provides support in establishing and implementing policies, procedures, and training programs.
5. Tracks overall contract performance;

16.1. Ensures consistent and accurate data is captured for tracking, analysis and reporting;

16.2. Audits integrity of data;

16.3. Monitors call traffic: the number of calls in queue, login status of representatives; and

16.4. Adjusts shift, lunch and break schedules to maintain adequate phone coverage.

1. Serves as first point of contact for escalation for procedural issues/complaints and coaches staff regarding how to effectively resolve the issue(s).
2. Flexibility with working non-conventional work hours. Assist with coverage of Contact Center as needed.
3. Contributes to the overall effectiveness of Goodwill of the Finger Lakes and the Contact Center Department by completing all other tasks as assigned.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactory, with or without reasonable accommodation. The requirements listed below are representative of the knowledge, skill and/or ability required.

Must be able to work varied hours in a 24/7 operation. Must be available to work rotating shifts including nights and weekends and be flexible to backfill shifts as necessary.

Candidate required to obtain AIRS Certified Information & Referral Specialist status, and maintain certification through attending trainings and reading industry materials.

Additionally, must obtain these certifications within 2 years of eligibility (following AIRS eligibility criteria). Maintenance of certification through employment required.

EDUCATION AND/OR EXPERIENCE:

Associates Degree in related field and 2-3 years experience in a customer service/call center environment with progressive responsibility in handling escalated calls preferred. 1-2 years previous call center supervisor experience preferred.

Experience with telephony and software systems commonly used for Call Center applications and proficiency in Microsoft Office and internet navigation browsers required.

OR equivalent combination of education and experience.

OTHER SKILLS AND ABILITIES:

• Ability to supervise a high inbound/outbound call volume environment with integrated technology databases.
• Ability to write reports, business correspondence and procedural manuals
• Flexible and able to respond to change while adapting style and maintaining a positive attitude
• Self-directed to take initiative in follow-up and resolution of daily issues
• Excellent interpersonal skills: Diplomatic, team oriented approach.
• Innovative, forward thinker – able to think outside the box.
• Familiar with adaptive technology (JAWS and/or Magic)
• Must have strong oral and written communication skills
• Ability to work and operate under pressure, multi-task and effectively set priorities

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for extended periods of time and to work extensively with computers. The employee must be able to communicate effectively. The employee needs to have reasonable mobility.

While performing the duties of this job, the employee frequently is required to use hands to finger, handle, or feel objects or keyboard and reach with hands and arms.

The employee is occasionally required to stand, walk, and sit. The employee must regularly lift and/or move up to 10 pounds and may occasionally lift up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Regional and local travel may be required. Possibility of conference attendance will be determined.

Goodwill of the Finger Lakes and its subsidiaries encourage diversity in the workplace; we are an Equal Opportunity Employer.

Minority/Female/Sexual Orientation/Gender Identity or Expression/Veteran/Disability