211 Shift Supervisor

Provides leadership, guidance and problem-solving for 211 Call Specialists on the shift. Assists with gathering information for reporting, provides analytic reporting in real time to staff, and assists with routine technical assistance where needed.  Serves in an on-call capacity. Provides phone coverage when call volume and scheduling require. Maintains effective listening skills, information and referral and crisis intervention services to callers in 24/7 call center setting. Serves as a trainer to 211 staff as needed. To be considered for this role, applicants must reside in Oklahoma. 

KEY RESPONSIBILITIES:

• Applies analytic skills to call center metrics, real time adherence reporting, forecasting, hourly SLA, and agent stats. 
• Provides weekly feedback sessions with 211 Call Specialists. 
• Assists in maintaining the accuracy of the resource database by reporting changes in resources as aware. 
• Works cooperatively with 211 Call Specialists/Volunteers by sharing knowledge of resources, use of database, and other skills. 
• Assists with the completion of new employee orientation and Phone Based Services Training. 
• Provides phone coverage when call volume and scheduling requires. 
• Responsive to calls at any time, day or night from call specialists on shift.
• Assist with outreach activities and presentations.
• Responsible for staffing shifts in the event of an employee absence, and to fill in for those shifts if a replacement cannot be found. 
• Advises managers of needs within the Call Center. 
• Attends in-services and continuing education events to improve skills and be      alerted to changes in policies or procedures. 
• Actively participates in HeartLine’s community disaster/emergency response plan. 
• Achieves AIRS certification within 1 year of becoming eligible. 
• Other duties as assigned.

· Education: Bachelor’s degree or an equivalent combination of education and experience.

· Experience:  Supervisory or management experience preferred. Experience in community non-profit a plus.  

REQUIRED SKILLS AND ABILITIES:

• Excellent communication skills
• Excellent computer literacy 
• Effective time management
• Compassionate and nonjudgmental while assisting callers with diverse and complex needs.  
• Ability to work with diverse staff member needs and abilities. 
• Ability to handle and manage stress due to scope and type of calls that may be received. 
• Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop. 

WORK ENVIRONMENT:

This position is remote upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.

HeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done. 

The environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required. 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed. 

Contents may be subject to change to meet the needs of the organization.