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     $25.00+

 

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.<