Call Specialist Supervisor ~ Tier 1 - Remote | Wfh

We are seeking a dynamic and compassionate Tier 1 Call Specialist Supervisor to join our team! In this role, you will oversee and support our Tier 1 Call Specialists in providing exceptional assistance to children, sponsors, and family members. You will be responsible for ensuring a positive and helpful experience for callers, as well as maintaining high-quality standards across all interactions. As a supervisor, you will report to the Operations Manager for the Call Center. If you are passionate about making a difference and thrive in a fast-paced environment, we invite you to join our team!
Key Responsibilities
Respond to calls by offering resources, referrals, and guidance to navigate through relevant systems
Collaborate closely with the call center staff, clients, and stakeholders to ensure efficient execution of services
Triage incoming calls and ensure appropriate responses based on the caller's needs
Uphold uniform quality standards for all calls
Provide direct and appropriate responses to callers
Offer crisis intervention and guidance regarding clinical components of crisis intervention
Escalate calls related to abuse to Tier 3 supervisor
Refer calls pertaining to behavioral disruption, mental health crisis, runaway behaviors, or requests for family emotional, behavioral, or psychological support to Tier 2 call specialists
Document all calls electronically in a comprehensive call log
Provide timely and accurate information for reports
Adhere to protocols and policies while answering calls
Communicate information calmly and sensitively in high-stress situations, showing empathy for the population served (children, sponsors, family members)
Manage workflow and tasks to meet key performance indicators
Coach and develop contact center agents through call review, case assessment, and contact center analytics
Conduct new hire training and ongoing training for tenured contact center agents
Minimum Qualifications
Bachelor's degree in social work or a relevant field
Minimum of 2 years of experience working in a social services setting
Bilingual proficiency in English and Spanish
Preferred Skills/Experience
Experience working with unaccompanied children or refugee minors
Familiarity with the Office of Refugee Resettlement
Completion of Certified Community Service Worker (CCSW) training
Professional Skills
Excellent oral and written communication skills
Strong analytical, problem-solving, and decision-making abilities
Attention to detail and accuracy
Ability to multitask and assess risks in a fast-paced environment
Strong teamwork and individual work capabilities
Prioritization skills with the initiative to complete projects independently
Ability to collaborate with internal staff, clients, and vendors at all levels
Flexibility to handle multiple priorities and work overtime if needed
Proficiency in MS Office Applications (Word, Outlook, Excel) and MS SharePoint
Ethical conduct and commitment to protecting proprietary and confidential information
Proficiency in workforce management tools and analytics (e.g., NICE, Genesys)
Excellent conflict resolution skills
we offer an exceptional benefits package and an award-winning talent development program. We foster a highly skilled, energized, and empowered workforce that is dedicated to making a positive impact. As an equal opportunity employer, we believe in collaboration, mutual respect, open communication, and growth opportunities for all. Join our inclusive workplace, where you can share your expertise, collaborate with others, and achieve personal and professional goals. For more information, please review our Equal Employment Opportunity and Affirmative Action policy.
To request reasonable accommodations during the application and employment process, including for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, please contact us. We are committed to providing needed accommodations while maintaining confidentiality.
Employment Type: Full-Time
Salary: $ 33,000.00 56,000.00 Per Year