Call Center Supervisor

THE SALVATION ARMY

NORTH & CENTRAL ILLINOIS DIVISION

Emergency Homeless Assessment and Referral Center

POSITION DESCRIPTION

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 ($21.81- $26.17)

WHO WE ARE

At The Salvation Army, we are dedicated to Doing the Most Good. We are made up of thousands of officers, soldiers, staff, volunteers, donors, and partners working together to holistically meet the physical, emotional, and spiritual needs of our most vulnerable neighbors.

Emergency Homeless Assessment and Referral Center VISION

To support the full mission of The Salvation Army by providing compassionate, professional service to individuals and families experiencing homelessness and seeking shelter services and other resources in a team-focused manner.

JOB SUMMARY

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

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Program/Administrative Duties
2. Manage route non-emergency 311 requests for assistance and determine the nature/urgency of calls.

1. Initiate personnel action and maintaining close contact with field teams to monitor response and needed support requirements.

1. Assist in the hire, onboarding, and training of other dispatchers during onboarding process.

1. Coach call center staff through challenging client issues.

1. Evaluate staff effectiveness and performance annually or on an at-need basis.

1. Prepare work schedules to ensure sufficient coverage.

1. Analyze call center data and prepare reports and/or program violation reports as needed and/or warranted. Distribute to designated personnel.

1. Inform Program Director and the shift staff of program violations that threaten the life, health, safety intervention (to include emergency services personnel). Contact 911 as needed to immediately address a crisis.

1. Maintain confidentiality of client information (verbal/written).

1. Perform data entry in HMIS.

1. Attend designated training when necessary.

1. Perform general office task including reading daily emails, handling incoming/outgoing phone calls (directing calls to appropriate staff) in a courteous and professional manner and other related duties.

1. Other Duties

1. Provide assistance in ensuring coordinated efforts with other areas, as assigned.

1. Attend staff meetings as required.

1. All other duties as assigned.

REPORTING RELATIONSHIPS

This position reports to the Program Director.

This position supervises call center staff and dispatchers.

In contacts related to this position's duties, this individual acts as a representative of the Army and its mission.

PERFORMANCE MEASUREMENTS

This individual will be evaluated on how effectively the outcomes of this position are achieved, timelessness and accuracy of accomplishing assigned goals will be reviewed and an evaluation of how effectively service is provided.

A 30, 60, and 90-day performance review will be conducted.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES

• Associate Degree in Business or related field is required.
• 5 years' relevant work in supervisory/managerial experience.
• Valid driver's License required

COMPENTENCIES

• Willing to promote the mission of The Salvation Army.
• Excellent communication (verbal and written) and interpersonal skills.
• Knowledge of or a willingness and aptitude to learn the concepts involved with serving low-income families.
• Demonstrated ability to use initiative and be a self-starter.

• An attention to detail.

• A positive attitude and the ability to be flexible in light of changing job situations/priorities.
• An ability to work with confidential material.

• Maintain positive work atmosphere by behaving and communicating in a manner that fosters and maintains positive relationships with co-workers and supervisors. This would include but not be limited to such actions: resolution of conflicts in a positive manner; courteous treatment of staff, clients and visitors; respect of others' property and person, professional and appropriate communication to and about co-workers, supervisors and subordinates. Support the Mission of The Salvation Army by treating every donor, contact and colleague with respect and dignity, and without discrimination of any kind.

JOB LIMITATIONS

• This individual will only commit Army resources that have been allocated or approved.
• This individual will keep the Program Director informed on all critical issues relating to their area of responsibility.
• This individual will adhere to all policies and procedures in carrying out the responsibilities of this position.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• This position is required to do light physical work and must be able to walk up three flights of stairs at a time and lift up to 35lbs. Push and pull objects up to 50 pounds.

• The work environment for this position includes a (office, community center, etc.) environment with a (high, low) noise level.

• In order to successfully perform the essential functions of this position, the employee is regularly required to use standard office equipment and a PC.

• Maintain positive work atmosphere by behaving and communicating in a manner that fosters and maintains positive relationships with co-workers and supervisors. This would include but not be limited to such actions: resolution of conflicts in a positive manner; courteous treatment of staff, clients and visitors; respect of others' property and person, professional and appropriate communication to and about co-workers, supervisors and subordinates. Support the Mission of The Salvation Army by treating every donor, contact and colleague with respect and dignity, and without discrimination of any kind.