Overnight Call Center Supervisor

Position Details

Job Status: Full Time, Exempt

Reports to: Program Manager-211 and Suicide Prevention Services

Position Summary

The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The Supervisor’s primary responsibility is to ensure the daily operations of the contact center. This position reports to the Program Manager of 211 and Suicide Prevention Services and in his or her absence the Director of 211 & Suicide Prevention Services.

Strategic/TransformationalDuties and Responsibilities

• Ensures the day-to-day functioning of the contact center operations including training and supervision of Intervention Specialists. The Supervisor is responsible for assisting and providing leadership and coordination for staff, interns and volunteers.

Transactional/AdministrativeDuties and Responsibilities

• Observe and monitor staff, interns and volunteers on a regular basis.
• Oversee Quality Control functions and report on QC issues on a weekly basis.
• Assist with Community Collaboration, Education and Advocacy projects including Early Childhood initiatives and Peer Support.
• Assist with training, supervision and evaluation of staff, interns and volunteers as required.
• Conduct formal performance reviews of staff.
• Demonstrate availability for off hours assignments when necessary for Contact Center functioning.
• Communicate on a regular basis with division staff, interns and volunteers.
• Oversight and reporting for Telephone Reassurance program.
• Expected to meet all contracted deliverables.
• Expected to maintain an average score of 80% or greater on all individual performance metrics.
• Perform such other duties as may be assigned by supervisor.

Required Competencies

• Cooperation/Teamwork- Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
• Engaging Communication-Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
• Customer Service (Internal & External)- Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long-term interests. Creates strategies to help the organization serve customers more effectively
• Adaptability- Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast paced environment. Is reliable, dependable and results-oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
• Problem Solving-Views problems as opportunities to create new solutions. Anticipates potential problems and analyzes alternative solutions.
• Judgment- Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
• Valuing & Fostering Diversity- Demonstrating respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
• Self-Management- Taking of responsibility for one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast paced environment, and needs minimal supervision; Exhibiting a professional demeanor.

Education and Experience

• Bachelor’s degree; crisis intervention training and two years of experience may be substituted for educational requirements.
• Ability to type at 30 computer WPM and knowledge and ability to learn computer system required.
• Valid Florida driver license and insured personal transportation also required.
• Ability to communicate verbally and in written documentation.
• Proven leadership skills.
• Complete pre-service training requirements including: CCTB Core Counseling and FCASV Advocacy Core training within first sixty days of employment.
• Complete ongoing training requirements as prescribed including: Introduction to Trauma Informed Care, Psychological First Aid within the first twelve months of employment.
• Complete requirements for Certified Crisis Worker or Victim’s Service Practitioner within 18 months of employment.

Knowledge, Skills and Abilities

• Know and comply with the policies and procedures of the Agency.
• Knowledge of state/national accreditation and certification standards of AIRS, AAS, CONTACT USA, DCF-SAMH & FCASV.
• Knowledge of crisis intervention and active listening skills.
• Knowledge of community resources.
• Knowledge of the method of data collection.
• Knowledge of basic supervisory principles and practices.
• Knowledge of Window based computer operating system and basic software programs.
• Ability to evaluate the performance standards of staff in terms of Agency requirements and standards.
• Ability to oversee and supervise staff and volunteers.
• Ability to determine work priorities, assign work, and ensure proper completion of work assignments.
• Ability to understand and respond to written and verbal communication.
• Ability to prepare correspondence and administrative reports.
• Ability to problem solve and make decisions.
• Ability to collect and evaluate data.
• Ability to work independently.
• Ability to establish and maintain effective working relationships with others.
• Skill in the operation of word processing and database programs on a personal computer.

Physical Demands/Working Conditions

Physical Requirement: Requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Must be able to sit for long periods of time.

Working Conditions: Duties are performed primarily in an office setting. On occasion will require the use of personal automobile to travel to meetings and could be exposed to changing weather. The noise level is moderate.

Travel: Minimal

Hours: Varied hours, must be flexible. 2-1-1 is open 365 days a year 24-hours a day. Employees are required to work holidays, evenings, and/or weekends;and during hurricanes and other times of disasters/critical incidents.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.