2-1-1 Navigation Center Supervisor

United Way • Saint Louis, MO

15h

About The Position

United Way of Greater St. Louis is a mission-driven organization working to bring people and organizations together to address the region’s pressing issues. 2-1-1 Missouri and Southwest Illinois is a 24-hour information and referral service connecting residents to community resources. The 2-1-1 Navigation Center Supervisor supervises employees who assist clients through telephone calls, email, text messaging, and web chats. The supervisor oversees daily call center operations, including policies and procedures, and ensures service-level, adherence, and timeliness metrics are met. The role also requires sound judgment in personnel matters, following departmental and organizational policies and procedures, and creativity in achieving results.

Requirements

• 2–5 years of supervisory experience.
• At least 2 years of call center experience.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook; advanced proficiency preferred.
• Analytical ability to gather and summarize data for reports, find solutions to administrative problems, and prioritize work.
• Must successfully complete the AIRS Certified Information and Referral Specialist (CIRS) exam within 18 months of employment.
• Strong interpersonal skills for handling sensitive and confidential situations, with demonstrated poise, tact, and diplomacy.
• Ability to work accurately under pressure with high attention to detail and accuracy.
• Ability to motivate a team and foster a positive, successful, and professional work environment.
• Excellent phone etiquette and customer service skills.
• Exceptional attention to detail when composing, typing, and proofreading materials, establishing priorities, and meeting deadlines.
• Knowledge of the use and operation of standard office equipment.

Nice To Haves

• Bachelor’s degree in Business Administration or a similar field preferred.
• Advanced proficiency in Microsoft Office applications preferred.

Responsibilities

• Supervise, track, and evaluate employee benchmark performance against standards.
• Monitor calls through live monitoring, virtual or side-by-side monitoring, and call-recording technologies to ensure compliance with quality initiatives.
• Handle escalations and coach team members to reduce the need for escalations.
• Manage, track, and communicate business strategies and performance results.
• Provide timely feedback to the management team on customer trends, issues, and needs.
• Coordinate monthly and quarterly one-on-one meetings with each team member to support relationships, performance management, coaching, and mentoring.
• Review performance achievements monthly with each team member and prepare annual performance evaluations.
• Oversee daily call center activities, policies, and procedures, ensuring service-level, adherence, and timeliness metrics are met.
• Carry out personnel actions in accordance with departmental and organizational policies and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed