Supervisor

Supervisor for social services help line

211info seeks a supervisor for its Portland call center. 211info connects the people of Oregon and Southwest Washington with the social services they need by helping callers navigate the maze of low-cost health care, assistance programs, shelters, food pantries, foreclosure prevention counseling, employment, education and mental health programs.

The Call Center Supervisor will assure that daily call center operations are high quality and efficient. Candidates should have call center experience, communications skills and an understanding of social services.

Call Center Supervisor Job Description

POSITION TITLE: Call Center Supervisor

FLSA STATUS: Exempt

REPORTS TO: Call Center Manager

SUPERVISES: I&R Specialists, Volunteers and Interns

Purpose: Under the direction of the Services Coordinator, the Call Center Supervisor assures that daily operations of Call Center are high quality, efficient and in accordance with AIRS standards. By training and mentoring Call Center staff, the Call Center Supervisor works to increase overall customer satisfaction.

Essential Functions/Job Results

1. Hire, train, supervise and manage a diverse team of Information & Referral specialists, interns and volunteers. 2. Schedule and coordinate Call Center staff, assigning tasks and shifts and approving timesheets as needed. 3. Under the direction of the Manager, perform program monitoring, management, analysis, review and reporting. 4. Serve as liaison between Information & Referral Specialists and other 211info staff to communicate needs or changes in the 211info database or other resources. 5. Provide backup to Manager. 6. Investigate complaints, resolve problems and clarify issues concerning services. 7. Orient and train new staff members, and evaluate and update training materials. 8. Collaborate with 211info managers in all aspects of Call Center operations, including interviewing, hiring, reporting problems and participating in work improvement planning. 9. Perform hours per week of I&R work on the telephones. 10. Perform other related duties as assigned. 11. Be available to I&R staff to answer questions and for mentoring.

Minimum Qualifications Education and Employment Experience  Bachelor’s degree in a human services, public administration or related field or equivalent work experience.  Three years of experience in non-profit sector where I&R services were provided.  Ability to speak in public.  Excellent written and verbal communication skills.  Ability to plan, analyze data and evaluate programs.  Familiar with Oregon and Southwest Washington social service agencies, governmental bodies and geography.

Knowledge, Skills and Abilities  Principles, practices and procedures of information and referral systems.  Principles and practices of supervision, training, and performance evaluation.  Network to promote program, gain community awareness and support.