Hotline Team Supervisor

PRIMARY FUNCTION

Supervises team of Hotline Specialists and manages regular shifts. Manages and directs the activities of Specialists who provide customer support. Responsible for ensuring that resources are utilized efficiently, in accordance with contact center objectives and in ways that consistently promote customer quality and satisfaction. Responsible for ensuring Specialist support and smooth operations on phone, text, and chat shifts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Responsible for development and engagement of assigned employees and ensure they have the necessary tools and information.
2. 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
3. Provide management support to frontline specialists including support and emergency backup. Facilitate emergency services response- 9-1-1, Mobile Crisis, and Child Protection Services.
4. Ensure accurate and timely reporting.
5. Monitor schedule adherence and conduct conversations to ensure that Specialists meet attendance and adherence expectations
6. 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.
7. Work with specialists to develop plans for immediate and long-term performance improvements and career aspirations.
8. 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.
9. Participate in special project activities and support teams by providing ad hoc information and reports.
10. Attend mandatory meetings, trainings, and continuing education events. Must complete 12 hours of continuing education per year.
11. Handle interactions 2 hours per month (scheduled in advance).
12. Perform other duties as assigned.

Supervision to be exercised

Supervise team of Hotline Specialists and provide shift supervision to groups of Hotline Specialists.

Supervision to be received

Reports to evening Manager, Hotline Operations.