Front Desk Supervisor - Economic Services

Buncombe County Government•Asheville, NC

5d•Onsite

About The Position

Buncombe County Health and Human Services Department is seeking a dedicated and experienced Front Desk Supervisor to lead the Economic Services Division's Front Desk team. Economic Services provides low-income individuals and families with assistance to support their self-sufficiency through job training and employment services, food assistance, quality health care and health care coverage, energy assistance, and other economic support for families. We open to customers at 7:30AM and close at 5PM Monday to Friday. This position supervises a team of 14 customer-facing staff who serve approximately 150 in-person customers per day. The team includes a Lead Worker who supports the Supervisor with daily operational management. This position will ensure high‑quality, timely, and professional service is consistently delivered to our community. This in-person role is ideal for a candidate with strong supervisory skills who thrives in a dynamic environment, values teamwork, and is committed to fostering a positive customer experience. The Front Desk Supervisor typically works 7:30AM to 5:15PM and flexes their hours to maintain a 40-hour workweek. The successful candidate must be reliable, demonstrate strong attendance, and show initiative and resourcefulness in daily operations. The candidate must be adept at handling stressful situations, responding calmly and professionally during periods of heightened demand, and providing steady leadership to both customers and staff. We expect to host interviews in late August and have the selected candidate start work in mid-September. Purpose of the position: The purpose of this position is to provide supervision and administrative oversight for font-line staff to ensure professional, responsive, and timely customer service is provided to clients via phone and in person.

Requirements

Bachelor’s degree in an appropriate Human Services field and three (3) years of experience related to the program field; or an equivalent combination of education and experience.
Reliable, demonstrate strong attendance, and show initiative and resourcefulness in daily operations.
Adept at handling stressful situations, responding calmly and professionally during periods of heightened demand, and providing steady leadership to both customers and staff.
Knowledge of the principles of supervision and organizing teams and workflow.
Knowledge of Health and Human Services programs, forms, and documents used in the area supervised.
Considerable knowledge of needs, problems, and attitudes of disadvantaged persons.
General knowledge of all agency and community programs and services which could affect the client/applicant.
Ability to exercise sound judgment and deal tactfully with a wide range of the public.
Ability to de-escalate upset customers and staff.
Ability to create, implement, and adjust workflow strategies to ensure timely customer service.
Ability to represent the Health and Human Services staff in departmental meetings and community conferences.
Ability to identify areas in which the customer experience could be improved upon and make the appropriate recommendations for improvement.
Ability to analyze and comprehend a variety of technical and administrative regulation, records, reports, and complex data.
Knowledge of organizational culture and resources, both internal to Human Services and in the community.
Knowledge of the programs and service delivery mechanisms in assigned work areas.
Ability to express ideas clearly and concisely and to plan and execute work effectively.
Ability to collect and analyze data and conduct quality analyses and programmatic evaluations.
Ability to exercise judgment and discretion in applying and interpreting policies and procedures.

Nice To Haves

English/Spanish bi-lingual speakers preferred.

Responsibilities

Hire, develop, evaluate performance, and provide feedback and disciplinary action as needed; develop and maintain a positive teamwork environment; provide effective, clear, and timely communication.
Ensure a fully staffed, competent workforce and a safe and supportive work environment for all employees.
Provide and/or coordinate appropriate training and development for new and existing employees, supply information, technology, and reference materials necessary to perform specific jobs functions.
Assign staff duties, relative to classification and specific to job description, communicate the expectations for successful performance of those duties and ensure staff understands how performance will be measured.
Ensure an efficient and effective workflow, implement changes in routine work practices and procedures as needed to modify unit functioning according to client needs and employee capabilities.
Ensure optimal interface between the agency and the public utilizing our services and ensure client complaints are responded to in a timely manner.
Administer and assure compliance with all county and human resource policies and governmental statutes including those covered by local, state, and federal laws.
Model excellence in customer service for the staff and the agency as a whole.
Gather and analyze unit data in order to measure unit performance, identify current trends, predict future trends, and to ensure appropriate staffing.
Performs other related duties as assigned.