Helpline Contact Center Supervisor
New
H
Health Resources in Action, Inc. (HRiA)Public Health
United States, Eastern Time zone for interviewsFull-TimeManager
Salary57,000 - 64,000 USD per year
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Job Details
- Experience
- Five years of related experience (lived or professional) or a bachelor's degree in a related field.
- Required Skills
- Customer serviceActive listeningData management
Requirements
- Five years of professional or lived experience in substance use, recovery, problem gambling, or harm reduction, or a bachelor's degree in psychology, social work, human services, or related field.
- Demonstrated experience supervising staff and providing mentorship and feedback.
- Experience in information and referral services, customer service, or counseling.
- Strong interpersonal and communication skills with a customer-focused approach.
- Proficiency with computers and online systems.
- Ability to adapt to changing work environments and expectations.
- Willingness to work non-traditional hours, including early mornings, late evenings, and weekends.
- Commitment to ethical standards and openness to diverse perspectives.
- Certified Resource Specialist through Inform USA preferred or willingness to obtain within one year.
- Two years of sobriety requested for candidates in recovery.
Responsibilities
- Coordinate and implement contact center operations, including technology, onboarding, and training.
- Manage staffing schedules to ensure 24/7 coverage.
- Supervise up to six Screening & Information Specialists, providing bi-weekly supervision and shift support.
- Assess Helpline user needs via telephone, chat, and SMS, providing appropriate referrals and motivational support.
- Serve as liaison between the contact center team and IT support.
- Develop and maintain policies, procedures, and curricula for helpline services.
- Participate in an on-call rotation for Helpline support.
- Record and manage data within the Helpline database.
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