Call Center Supervisor- Full- Time (10085)

Baltimore Crisis Response, Inc•Baltimore, MD

1d•$27 - $29•Remote

About The Position

Being the Leader Communities Need in Moments of Crisis. About Us Baltimore Crisis Response, Inc. (BCRI) is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve been at the forefront of behavioral health crisis care — providing timely, community-based services for individuals and families experiencing mental health and substance use challenges. The Opportunity We are seeking a Call Center Counselor Supervisor to support daily call center operations during assigned shifts. This role ensures counselors adhere to policies, monitors KPIs and call flow, provides coaching and oversight, and intervenes in high-risk situations when needed. The Supervisor works closely with leadership to maintain compliance with 988 and Lifeline standards while upholding high-quality, consumer-centered service delivery.

Requirements

College degree in Human Services or related field (Preferred)
High School Diploma with experience
One year of administrative (office setting) and behavioral health experience, required.
One year of supervisor experience, required

Nice To Haves

One year work engagement or experience with individuals living with dynamic and complex behavioral health needs, preferred
One year community health or lived experience, preferred

Responsibilities

Measure KPI's: inbound calls, call waiting, call abandonment and other contract KPI’s.
Assist with taking calls if staff are unable to handle the workload.
Intervenes appropriately with callers who present imminent danger to self or others, including assessing lethality and taking necessary steps to intervene.
Coaching and mentoring staff to enhance customer service skills and resolve consumer issues effectively
Monitoring phone queues to reduce missed, overflowed, and held calls.
Assisting with staff schedules and ensuring adequate staffing levels.
Provide updates to the Call Center Manager/Director
Ensure that shift is properly stocked with the needed supply (paper, pens, markers, etc.) and consult with the call center manager to purchase items.
Training, monitoring, and supervision of new staff
Review documentation and call recording.
Completes all shift-to-shift communication forms, for effective transfer of information between shifts
Inform the Call Center Manager of immediate issues that arise in the Call Center.
Comply with the 988 Crisis Standards in providing services to the community.
Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
Participate in regularly scheduled supervision and debriefing sessions as appropriate.
Comply with the organization’s Secondary Trauma Prevention policy.
Adhere to annual training requirements
Other duties as assigned by management.