Hotline Team Supervisor

About the role

Supervises team of Hotline Specialists and manages regular shifts. Manages and directs the activities of Specialists who provide customer support. Responsible for ensuring that resources are utilized efficiently, in accordance with contact center objectives and in ways that consistently promote customer quality and satisfaction. Responsible for ensuring Specialist support and smooth operations on phone, text, and chat shifts.

Responsibilities

• Responsible for development and engagement of assigned employees and ensure they have the necessary tools and information.
• Conduct shift supervisor responsibilities as scheduled.
• Monitor queues and specialist availability; take action according to plan.
• Ensure that specialists are conducting scheduled activities (handling interactions, breaks, training, etc.) at the scheduled times.
• Support logged in specialists regardless of team.
• Provide management support to frontline specialists including support and emergency backup.
• Facilitate emergency services response- 9-1-1, Mobile Crisis, and Child Protection Services.
• Ensure accurate and timely reporting.
• Monitor schedule adherence and conduct conversations to ensure that Specialists meet attendance and adherence expectations.
• Provide feedback and one-on-one training to Hotline Specialists.
• Conduct