Contact Center Supervisor

JCS AND MASADA • Miami, FL

3d • $50,000 - $52,000

About The Position

Are you ready to make a difference in our community? At Jewish Community Services of South Florida (JCS), you’ll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth. If you’re looking to be part of an organization that values your contributions and promotes a culture of unity and support, JCS is the place to be. The Contact Center Supervisor exemplifies requisite knowledge, attitudes, and skills to perform at a minimum accepted standard level of service of behalf of the agency. The Contact Center Supervisor provides telephone information, referrals, crisis counseling as well as suicide intervention to callers upon completion of a thorough assessment and identification of most presenting needs. The Contact Center Supervisor also work with Contact Center Managers in achieving other short term/long term goals.

Requirements

• Bachelor's degree (B.A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Certified Information and Referral Specialist (required) and Crisis Worker Certification (preferred) Minimum of 1 year of experience in a contact center or related setting (required).
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers and/or employees of organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Skilled in the use of personal computers and related software applications to include Microsoft Office.

Nice To Haves

• Crisis Worker Certification (preferred)
• Bilingual Preferred (English/Spanish)

Responsibilities

• Provides daily supervision and support to staff during assigned shift, this includes: live monitoring, supervising breaks, adherence and call volume.
• Serves as first point of contact for staff questions, escalated calls and on-the-floor decision making.
• Supports with hiring process including: recruitment, onboarding, mentoring and coaching of new staff.
• Coordinate and train new hires including quality assurance within the first 90 days of hire.
• Assists with scheduling and shift coverage.
• Identify training needs and support professional development of team members – coordinate with training manager.
• Provides appropriate information and referrals to social service agencies for callers contacting the Helpline.
• Provides outstanding customer service to callers and ensures data is accurately entered into the client database in a timely manner.
• Provides telephone crisis counseling as well as suicide intervention services to callers experiencing crisis situations.
• Prioritize, set clear time limits, and terminate properly calls from active/ difficult callers.
• Consistently adheres to assigned schedule and demonstrates flexibility in regards to contact center coverage needs.
• Participates in trainings, seminars, workshops and in-services related to program and professional development.
• Maintains an effective working relationship with colleagues through the use of appropriate interpersonal and communication skills.
• Adheres to confidentiality policies and procedures as well as HIPAA regulations.
• Coordinate and oversee assigned tasks by Managers.
• Participate within Contact Center Teams, such as the Disaster Response Team, 211 text.
• Collaborate with Managers in special projects, as assigned.
• Report any issues of non-compliance of protocols to supervisor.
• Ensure the team is meeting standard 85% QA metrics.
• Ensure team is meeting queues Service Levels -90% for 988, 85% for 211 - as per funder contracts.
• Monitor and report KPI – meeting standard 85% QA Score, minimal refused calls, attendance, abandonment rate, mandatory documentation (including incident reports, suicide assessment, reporting abuse)
• Participate within Contact Center Teams, such as the Disaster Response Team, 211 text
• Collaborate with Managers in special projects, as assigned
• Report any issues of non-compliance of protocols to supervisor

Benefits

• We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans.
• A generous vacation and holiday pay benefit and a 401(k) match is available.
• Staff receives monthly in-service training and CEU opportunities.
• This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees