Helpline Contact Center Supervisor
New
H
Health Resources in Action, Inc.Public Health
United States, Non-traditional hours, requiring either early morning or late evening and weekend availability, plus on-call duties.Full-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 service
Requirements
- Five years of related experience in substance use, recovery, problem gambling, or harm reduction, or a bachelor’s degree in psychology, social work, or human services.
- Proven experience supervising staff and providing mentorship, guidance, and feedback.
- Experience in information and referral services, customer service, or human services.
- Strong computer skills and proficiency in using online systems and databases.
- Ability to work non-traditional hours including early mornings, late evenings, weekends, and overnight on-call duties.
- Certified Resource Specialist (through Inform USA) preferred or willingness to obtain within one year.
- Two years of sobriety requested for candidates in recovery.
- Excellent interpersonal, communication, and active listening skills.
- Commitment to cultural competence and working with diverse populations.
- Openness to working with individuals who may be resistant, impaired, or have psychological disorders.
Responsibilities
- Supervise up to six Screening & Information Specialists (SIS) including bi-weekly supervision and schedule coordination.
- Monitor SIS consumer interactions, provide guidance, and intervene during difficult calls or chats.
- Handle incoming Helpline inquiries via telephone, online chat, and SMS, assessing user needs and providing referrals.
- Coordinate and implement contact center operations, including technology, training, and 24/7 staffing schedules.
- Serve as the liaison between the contact center team and IT support.
- Participate in on-call rotations for a 24/7/365 helpline environment.
- Assist with the development of policies, procedures, protocols, and curricula for helpline programs.
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