Call Center Counselor Supervisor (M-F 12PM-8PM) (7251)

Description

Location:

5124 Greenwich Ave, Baltimore, MD 21209

Shift

Monday- Friday from 12-8PM

Job Description

The primary goal of the Call Center Counselor Supervisor is to assist with oversight of call center operations during scheduled shifts. The Supervisor is responsible for ensuring that Call Center operations are flowing, counselors are adhering to policies, and calls are answered. The supervisor will provide regular updates to the Call Center Manager and maintains high customer service standards.

Essential Duties

• Measure KPI's: inbound calls, call waiting, call abandonment and other contract KPI’s.
• Assist with taking calls if staff are unable to handle the workload.
• Intervenes appropriately with callers who present imminent danger to self or others, including assessing lethality and taking necessary steps to intervene.
• Coaching and mentoring staff to enhance customer service skills and resolve consumer issues effectively
• Monitoring phone queues to reduce missed, overflowed, and held calls.
• Assisting with staff schedules and ensuring adequate staffing levels.
• Provide updates to the Call Center Manager/Director
• Ensure that shift is properly stocked with the needed supply (paper, pens, markers, etc.) and consult with the call center manager to purchase items.
• Training, monitoring, and supervision of new staff
• Review documentation and call recording.
• Completes all shift-to-shift communication forms, for effective transfer of information between shifts
• Inform the Call Center Manager of immediate issues that arise in the Call Center.
• Comply with the 988 Crisis Standards in providing services to the community.
• Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
• Participate in regularly scheduled supervision and debriefing sessions as appropriate.
• Comply with the organization’s Secondary Trauma Prevention policy.
• Adhere to annual training requirements
• Other duties as assigned by management.
  
  

Qualifications

Education:

• College degree in Human Services or related field (Preferred)
• High School Diploma (With experience)
  
  

Experience

• One year of administrative (office setting) and behavioral health experience, required.
• One year of supervisor experience, required
• One year work engagement or experience with individuals living with dynamic and complex behavioral health needs, preferred
• One year community health or lived experience, preferred
  
  

Additional

• Valid and unrestricted driver’s license, Required
• Proficiency with Microsoft Office Suite Products, Required
• Proficiency and familiarity with EHR/EMR systems, Preferred
  
  

Credentials

• Mental Health First Aid Certification, Preferred
  
  

Physical Demands

• Prolonged periods of sitting at a desk or computer workstation.
• Prolonged periods of standing, bending, and reaching.
  
  

Reports To

• Call Center Manager