Call Center Supervisor

211 Palm Beach•Lantana, FL

6d•Onsite

About The Position

211 Palm Beach Treasure Coast is seeking a Call Center Supervisor to directly supervise and support assigned Resource Center staff and help ensure consistent, high-quality service delivery. The supervisor supports a 24/7, 365-day operation providing crisis intervention and connections to health, mental health, and wellness services. The role includes supporting staff handling crisis situations involving trauma, abuse, violence, sexual assault, mental health concerns, and suicide, as well as providing direct service coverage when needed. This full-time position is designated for the overnight shift, 11:00 p.m. to 7:30 a.m. Initial training, onboarding, and supervised practice—typically approximately 90 days—will occur during daytime and/or varied hours according to training and operational needs. The employee transitions to the overnight shift after completing required training and demonstrating readiness to perform the essential duties independently. Transition timing may vary. Regular availability for the overnight schedule, including assigned weekends and holidays, is essential once assigned; schedule flexibility is required. The position will be based at a temporary Delray location for approximately 12–18 months before relocating to Lantana in a newly constructed building. Local and national background clearance is required. Continued employment is contingent on successfully completing relevant training programs, associated requirements, and recurrent training obligations.

Requirements

High school diploma required.
At least 2 years of supervisory experience required.
At least 2 years of call center experience required.
Strong interpersonal and communication skills to engage effectively with staff, clients, and community members.
Ability to coach, mentor, and lead team members.
Knowledge of crisis intervention, including suicidology and crisis management techniques.
Sound judgment, professionalism, tact, and adaptability.
Effective organizational and time-management skills.
Proficiency with computers, including databases and word-processing software.
Reliable attendance and punctuality.
Availability and reliability for the overnight schedule of 11:00 p.m. to 7:30 a.m., including assigned weekends and holidays, once transitioned to that shift.
Schedule flexibility based on organizational needs.
Successful completion of required training and recurrent training obligations is necessary for continued employment.
Local and national background clearance required.

Nice To Haves

Associate degree in Human Services, Social Work, or a related field.
Experience in a crisis intervention setting, such as a crisis center or related role; this may include direct crisis response work, formal education or training in crisis theory or suicidology, or a combination of equivalent experience and education.
Familiarity with community resources.
Bilingual in English/Spanish or English/Creole.

Responsibilities

Foster a high-performing, supportive Resource Center team environment emphasizing quality service, compliance, and staff well-being.
Supervise and support assigned team members by monitoring performance, reviewing documentation for accuracy and completeness, addressing challenging calls, and providing debriefing and self-care support after crisis interventions.
Monitor call volume and coordinate staffing to ensure consistent call center coverage and crisis-line response, including managing callouts and scheduling shifts.
Assist with onboarding new staff through training, coaching, and support.
Conduct regular one-on-one meetings and performance evaluations addressing attendance, productivity, quality assurance, and professional development.
Enforce agency policies through coaching, performance improvement, and corrective actions in collaboration with management.
Provide direct and indirect 211 service coverage by handling crisis and information/referral calls as needed, including joining the call queue during high-volume periods or when specialists need support.
Conduct client assessments, de-escalate crises, and link clients to appropriate resources using the agency's database.
Complete required training.
Maintain awareness of agency goals, KPIs, and contract deliverables to support compliance.
Attend mandated monthly staff meetings, department meetings, required in-services and training sessions, and conferences when appropriate to job responsibilities; maintain annual training requirements.
Participate in the on-call supervisory rotation and provide center support due to unscheduled absences.
Complete special projects and other assigned duties.