LACG Helpline Shift Supervisor - Morning

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Responsibilities

• Supervises the morning shift Helpline Specialist.
• Aid in ensuring data entered by staff is accurate.
• Affirm that Intakes, chat and text are entered and complete by the end of shifts and ensure call log is complete, reporting any inaccuracies or deficiencies.
• Complete and review End of Shift Reports.
• Assist with personnel supervision, training, mentoring and guidance.
• Provide supervision over quality of care being provided to all contacts and report any deficiencies.
• Maintain physical facility, ensure bathrooms cubicle areas, kitchen areas are maintained at all times and report any deficiencies.
• Aid in quality control and completion of contact survey and follow up information.
• Aid in ensuring follow ups are being offered and call backs are being made in a timely manner.
• Aid in training for all new and current staff members, interns, and volunteers.
• Aid in ensuring all staff adhere to policy and procedure.
• Aid in all other staff in all departments, when necessary.
• Answer calls, chat and text during shifts and assist in covering work shifts unfilled due to illness or other absences.
• Aid in monthly, daily scheduling of staff.
• Aid in ensuring proper coverage of shifts.
• Aid in maintaining Helpline inventory, office supplies, kitchen supplies, and cleaning supplies and help keep areas stocked and report any deficiencies.
• Aid in ensuring that all procedures and protocols are being followed.
• Participate in ongoing trainings.
• Aid in Helpline Specialist performance reviews.
• Prepare mail out information when requested.

Qualifications

• Must have a high school Diploma or GED equivalent; related college degree preferred; and have 1 year managerial experience, customer service experience and/or experience in working with a Helpline.
• Organized, self-initiator, goal-orientated, team player and efficient in daily tasks.
• Excellent verbal and written communication skills.
• Able to prioritize and manage time efficiently.
• Creative problem solver who thrives when presented with a challenge.
• Encouraging to team and staff; able to mentor and lead.
• Great people-person skills and professional attitude.
• Proficient computer skills, with ability to learn software programs to include but not limited to: iCarol, FileMakerPro, Excel, and MS Word.
• Must be willing to pursue professional development.

Job Type

Full-time

Expected hours

No less than 40 per week

Work Location

In person