211 Shift Supervisor

The 211 Shift Supervisor provides leadership, guidance, and problem-solving support to 211 Call Specialists within a 24/7 call center. This role monitors operations and provides real-time data and analytical information to support staff performance. The 211 Shift Supervisor supports staff through coaching, problem-solving, and routine technical guidance while monitoring service delivery and program performance metrics. This position provides phone coverage during high-volume periods or as staffing needs require, utilizing effective listening skills to deliver information and referral and crisis intervention services to callers. The position also serves in an on-call capacity and provides training and support to 211 staff as needed.

This position requires regular attendance at our Oklahoma City office. To be considered for this role, applicants must reside in Oklahoma.  

Key Responsibilities:

• Analyzes call center metrics, including real-time adherence, forecasting, hourly service levels (SLA), and agent performance statistics. 
• Conducts weekly feedback sessions with 211 Call Specialists to support performance and ongoing development. 
• Supports the accuracy of the resource database by identifying and reporting resource changes as they become known. 
• Collaborates with 211 Call Specialists and volunteers by sharing knowledge of community resources, database functions, and call-handling practices. 
• Assists with new employee orientation and Phone Based Services Training. 
• Provides phone coverage as needed based on call volume and staffing needs. 
• Responds to calls from on-duty 211 Call Specialists as needed, including occasional calls outside of regular working hours.
• Coordinates shift coverage in the event of employee absences and provides coverage when a replacement is unavailable. 
• Communicates operational, staffing, and other 211 Call Center needs to management. 
• Participates in service training and continuing education to maintain job-related skills and remain current on applicable policies and procedures. 
• Actively participates in HeartLine’s community disaster and emergency response plan. 
• Assist with outreach activities and presentations.
• Other duties as assigned.

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

Experience: Supervisory or leadership experience preferred. Experience in a community-based nonprofit is a plus. Obtain Inform USA certification within one year of eligibility.

Required Skills and Abilities:

• Excellent verbal and written communication skills, with the ability to communicate effectively with employees, leadership, callers, and community partners.
• Strong computer literacy and ability to effectively utilize call center systems, databases, and other applicable technology.
• Shows effective time management, organization, and attention to detail.
• Ability to lead, coach, and support the development of a diverse team.
• Maintains a compassionate, empathetic, and nonjudgmental approach when assisting individuals with complex and diverse needs.
• Able to work independently with confidence while collaborating effectively within a professional team environment.
• Reliable and flexible, with willingness to work a variety of shifts including days, evenings, overnights, weekends, and holidays, with schedules adjusted as needed to meet coverage requirements. 
• 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.