Hotline Team Supervisor

EVERYMIND INC • Rockville, MD

12d • $63,500 - $70,000 • Onsite

About The Position

Supervises a team of Hotline Specialists, managing regular shifts and directing their activities to provide customer support. The role is responsible for ensuring efficient resource utilization, promoting customer quality and satisfaction, and ensuring smooth operations across phone, text, and chat shifts. This includes employee development, monitoring performance, providing coaching, and facilitating emergency services response.

Requirements

• Bachelor’s degree or equivalent combination of education and work experience.
• Six months to one year Hotline experience.
• Crisis/Emergency Services experience.
• Customer Service experience.
• Contact Center Experience.
• Strong interpersonal, coordination, and organizational skills.
• Demonstrated ability to think critically and analytically.
• Proven ability to organize and clearly communication thoughts and ideas.
• Strong written and verbal communication skills.
• Customer contact work (e.g., as a contact center agent).
• Computer skills.
• Leadership ability.
• Ability to identify appropriate resources and make referrals essential.
• Database/Microsoft Office proficiency.
• Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including CEO, board members, clients and family members or caretakers, interns, volunteers, paid staff, and community partners.
• Ability to express ideas with clarity, confidence and sensitivity.
• Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.
• Must be comfortable working independently in a fast-paced environment and handling crises situations, including suicidal contacts.
• Frequently required to stand, walk, sit, use hands to finger dexterity, handle with hands and arms, climb stairs, balance, kneel, crouch, or talk and hear.
• Must be able to lift and/or move up to 35 pounds frequently.
• Job's specific vision abilities include close vision, distance vision, and the ability to adjust focus.

Nice To Haves

• Supervisory experience strongly preferred (mentoring experience will be considered).
• Conducting performance appraisal and delivering employment coaching preferred.

Responsibilities

• Supervise team of Hotline Specialists and provide shift supervision to groups of Hotline Specialists.
• Manage and direct the activities of Specialists who provide customer support.
• Ensure that resources are utilized efficiently, in accordance with contact center objectives and in ways that consistently promote customer quality and satisfaction.
• Ensure Specialist support and smooth operations on phone, text, and chat shifts.
• Responsible for development and engagement of assigned employees and ensure they have the necessary tools and information.
• Conduct shift supervisor responsibilities as scheduled.
• Monitor queues and specialist availability; take action according to plan.
• Ensure that specialists are conducting scheduled activities (handling interactions, breaks, training, etc.) at the scheduled times.
• Support logged in specialists regardless of team.
• Provide management support to frontline specialists including support and emergency backup.
• Facilitate emergency services response- 9-1-1, Mobile Crisis, and Child Protection Services.
• Ensure accurate and timely reporting.
• Monitor schedule adherence and conduct conversations to ensure that Specialists meet attendance and adherence expectations.
• Provide feedback and one-on-one training to Hotline Specialists.
• Conduct coaching and performance appraisals to ensure compliance with policies and procedures, identify opportunities for growth and development, and recognize positive behaviors.
• Work with specialists to develop plans for immediate and long-term performance improvements and career aspirations.
• Proactively problem-solve and provide timely resolution to ensure minimal impact to customer and employee satisfaction.
• Identify the most appropriate and supportive course of action for problem resolution and effectively communicate plans to those impacted.
• Participate in special project activities and support teams by providing ad hoc information and reports.
• Attend mandatory meetings, trainings, and continuing education events.
• Complete 12 hours of continuing education per year.
• Handle interactions 2 hours per month (scheduled in advance).
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager