REMOTE: VT 211 Shift Supervisor Position Available In Chittenden, Vermont

This job was posted by https://www.vermontjoblink.com : For moreinformation, please see: https://www.vermontjoblink.com/jobs/1271685United Ways of VermontJob DescriptionVermont 211 Shift SupervisorReports to:

Vermont 211 Contact Center ManagersSummaryThe Vermont 211 Shift Supervisor will act as a point of contact for theContact Center Manager. The CC Team Lead may act as the secondary pointof contact during new hire training the absence of the Contact CenterManager. The Shift Supervisor is responsible for assisting in thestaffing, supervising, coaching, and supporting contact center staff ina manner that ensures quality I&R service delivery via phone, text, ande-mail.

Responsibilities include assigned duties of the day-to-day operations ofthe 211 program in accordance with national standards and contractualobligations, coordination with management, human resources, and othersupervisors, support of the resource database development, andrepresenting Vermont 211 in the community in accordance with the missionand vision.

Job RequirementsBachelors Degree with minimum of two years of experience in health,human, or community services information and referral ORAssociates Degree with minimum of three years of experience in health,human, and community services information and referralSupervisory experience, utilizing a supportive coaching model andexperience delivering trainingIn-depth knowledge and understanding of health and human servicesdelivery systems (familiarity with Vermont organizations preferred)Demonstrated ability with a variety of computer applications, includingMS Office and database softwareExperience with Voice over IP (VOIP) telephony desirableReliable home Internet service requiredAbility to sit at a computer for extended periods of timePersonal QualificationsMust have prior Community Resource Specialist experience while meetingminimum performance expectationsA strong sense of integrityAbility to work independentlyExcellent organizational skillsExcellent training and mentoring skillsAbility to relate effectively with people from all economic, racial,age, ethnic, and social groupsInnovative thinker who is positive, proactive, and adaptableStrong computer and technology skillsAbility to work effectively with community partnersHighly developed verbal and written communication skillsAbility to multi-task while maintaining standards of high qualityWillingness to actively participate as a team memberResponsibilitiesMentors, coaches, and motivates Community Resource Specialists to becomeactive and effective team members, while serving as a subject matterexpert for more difficult and complex calls (including when suicideintervention is needed), emergency housing eligibility, and when callersrequest to speak to a supervisor.

Provides guidance to Community Resource Specialists on the use of properprotocols and standard operating procedures through monitoring andproviding immediate feedback.

Create and contribute to a positive work culture within the contactcenter and the organizationWorks collaboratively with Contact Center Managers to ensure support andservice across shift(s).Monitors queue for volume, agent availability, and responsiveness tocalls when needed.

Provides regularly scheduled contact center coverage including shiftcoverage when needed.

When needed, monitors calls (live and recorded) as scheduled by ContactCenter Manager.

Facilitates regular (weekly or bi-weekly) meetings with I&R staff in theabsence of the Contact Center Manager.

Assists in accurate data contact recording in consultation with ContactCenter Manager.

Addresses escalates issues as needed, ie. ongoing technical(particularly telephony) and ongoing database issues.

Monitor calls and reviews daily phone system reports for qualitya surance purposes and assesses training needs of call specialists.

Collaborate with the other departments to help manage and refine thework flowSeeks and maintains Inform USA Community Resource Specialist (CRS)credential when eligible to do so.

Stays informed on broad social issues and changes that impact humanservices in Vermont.

Assists in assuring positive communication between the 2-1-1 program andits internal and external partners including vendor staff, publiccallers, service providers, and visitors.

Adheres best pract