The Salvation Army USA Central Territory is hiring: Call Center Supervisor in Ch

Overview

Position Title: Call Center Supervisor

Location/Dept: Mobile Outreach – Homeless Services

Reports To: Program Director

FLSA Category: Non-Exempt

Status Type: RFT

Pay Grade: 205 ($25.00+)

Organization: The Salvation Army – North & Central Illinois Division, Emergency Homeless Assessment and Referral Center

Job Summary

Call Center Supervisor provides accurate and effective communication to multiple level personnel to provide direct service to the clients. This position works rotating shift assignments to maintain an operational 24-hour facility.

Essential Duties and Responsibilities

• Program/Administrative Duties
• Manage route non-emergency 311 requests for assistance and determine the nature/urgency of calls
• Initiate personnel action and maintain close contact with field teams to monitor response and needed support requirements
• Assist in the hire, onboarding, and training of other dispatchers during onboarding process
• Coach call center staff through challenging client issues
• Evaluate staff effectiveness and performance annually or on an at-need basis
• Prepare work schedules to ensure sufficient coverage
• Analyze call center data and prepare reports and/or program violation reports as needed; distribute to designated personnel
• Inform Program Director and shift staff of program violations that threaten life, health, safety; contact 911 as needed to address a crisis
• Maintain confidentiality of client information (verbal/written)
• Perform data entry in HMIS
• Attend designated training when necessary
• Perform general office tasks, handle incoming/outgoing calls, and other related duties
• Other Duties: provide assistance in coordinating with other areas; attend staff meetings as required; all other duties as assigned

Reporting Relationships

This position reports to the Program Director and supervises call center staff and dispatchers. The employee represents the Army and its mission in related duties.

Performance Measurements

Performance evaluated on outcomes achieved, timeliness and accuracy of goals, and quality of service. 30-, 60-, and 90-day performance reviews will be conducted.

Minimum Knowledge, Skills, and Abilities

• Associate Degree in Business or related field is required
• 5 years’ relevant supervisory/managerial experience
• Valid driver’s license required

Competencies

• Willing to promote the mission of The Salvation Army
• Excellent verbal and written communication and interpersonal skills
• Knowledge of or willingness to learn concepts involved with serving low-income families
• Initiative, self-starter attitude, attention to detail
• Positive attitude and flexibility with changing priorities
• Ability to handle confidential material
• Professional and respectful conduct toward co-workers, clients, and donors; uphold the Mission of The Salvation Army without discrimination

Job Limitations

• Will commit only Army resources that are allocated or approved
• Keep Program Director informed on all critical issues related to area of responsibility
• Adhere to all policies and procedures in carrying out responsibilities

Physical Demands / Work Environment

• Light physical work; ability to walk up to three flights of stairs and lift up to 35 lbs; push/pull up to 50 lbs
• Office/community center environment; typical noise level
• Regular use of standard office equipment and PC
• Maintain positive work atmosphere and professional communication; treat donors, contacts, and colleagues with respect and dignity