Job Description

2-1-1 SAN DIEGO's mission is to help people by connecting them efficiently to the service delivery system, and by providing vital trend information for community planning. To meet this mission, we seek talented team members who exhibit our values and complement our company culture.

WHAT IS A CLIENT SERVICES SUPERVISOR?

The Client Services Supervisor is responsible for supervising, monitoring, and coaching contact center staff at 2-1-1 San Diego to ensure each of their direct reports meets their individual performance goals. By understanding and modeling the concepts of empathy, advocacy and cultural competency, the Client Services Supervisor supports contact center staff in providing high-quality, person-centric service to our clients. Additionally, the Client Services Supervisor has an important role in communications, giving updates and information to contact center staff while also sharing feedback from agents to 2-1-1 San Diego's leadership team.

ESSENTIAL RESULTS

Client Services department staff individual performance metrics are being met or exceeded:

• Fully understand 2-1-1 San Diego's desired performance objectives for individual contact center staff, and clearly communicate those expectations to staff.
• Monitor individual staff performance metrics on a regular, ongoing basis to ensure all contact center staff are meeting their goals. Recognize and reward staff that are exceeding their goals, and follow coaching and escalation protocols when staff fail to meet their objectives.
• Review employee attendance and approve accurate timecards for payroll. Address any attendance or punctuality concerns promptly, appropriately documenting conversations and including Human Resources as necessary.
• Perform semi-annual performance reviews of staff in the timeframe designated by Human Resources.

Client Services department staff receive regular leadership, oversight and support:

• Be available to support contact center staff during regular work hours, and respond appropriately when remotely on-call. Reponses to staff requests or needs should be done in a timely manner and with a positive service attitude.
• Provide escalation support to clients in a timely manner and/or counsel staff in handling difficult client interactions.
• During times of overwhelming call volume, answer initial calls from clients if possible to support department performance.
• Meet with staff individually at least monthly to provide coaching and mentoring in a way that continuously improves individual employee performance and focuses on success, empowering and motivating employees to meet their performance and service level goals.
• Regularly listen to calls taken by supervised staff to understand each employee's proficiencies and identify areas where further individualized support can be provided.
• Work together with contact center staff to establish goals for professional development and a continued career path. Identify what drives employees, and provide meaningful engagement to encourage their continued performance and growth.

There is frequent, effective, two-way communication between the leadership team and call center staff:

• Communicate and follow up to ensure contact center staff are fully informed of all new information or changes related to 2-1-1 San Diego services, programs, procedures and client needs.
• Gather feedback and questions from contact center staff, and share them with appropriate members of 2-1-1 San Diego's leadership team so guidance and follow-up can be provided to contact center staff. Share feedback on performance, issues or opportunities with Director of Operations.
• Identify performance trends among contact center staff. Work with Training department to address areas where further training is needed, and help to implement workflow and process improvements to maximize quality, efficiency, and performance of the team.
• Collaborate with Workforce Management on the schedules for contact center staff; coordinating time off the phone for training or coaching, and managing time off requests and last-minute absences.

All things we do are in line with our company values:

• Cultivate an environment of trust, teamwork, self-confidence, empowerment and ownership among staff.
• Engage with and contribute to the positive culture of 2-1-1 San Diego following our core values.
• Assist with special projects as requested.

THE VALUES WE LIVE BY AT 2-1-1 SAN DIEGO

1. Deliver WOW Through Service
2. Embrace and Drive Change - Evolve
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Do More With Less
8. Build a Positive Team and Family Spirit
9. Be Passionate and Determined
10. Be Humble

QUALIFICATIONS

• Bachelor's Degree or higher required. Combination of continued education beyond high school and equivalent work experience is acceptable. Coursework in psychology, sociology, human development, education, coaching, public health or business management is helpful.
• At least two years' experience supervising and coaching a team to success. Call center experience is a plus.
• Excellent verbal and written communication skills are required.
• Ability to think critically, solve problems creatively, and effectively assist people in difficult situations.
• High level of proficiency in Microsoft Outlook, Excel, and Word is required. Proficiency in web-based database or Customer Relationship Management (CRM) systems (including Salesforce) is highly desirable.
• Ability to establish & maintain the confidence of team members, and to effectively instruct, evaluate & coach staff.
• Bilingual English/Spanish is desirable.

OTHER DETAILS

Status: Exempt, Full-Time

Department: Client Services

Reports To: Director of Operations

Work Schedule: Core in-office schedule is Monday through Friday 8:00 a.m. 4:30 p.m. However, flexibility is required due to the nature of business and the work schedule may be changed as necessary to meet business needs. 2-1-1 San Diego is a 24/7 operation open 365 days per year with a variety of shifts available for contact center staff reporting to the Client Services Supervisor. Work schedule may include evenings, overnights, weekends and holidays. REQUIRED TO BE RESPONSIVE AND AVAILABLE FOR SHIFTS UP TO 12 HOURS IN LENGTH DURING DECLARED EMERGENCIES TO PERFORM DUTIES SUPPORTING DISASTER RESPONSE OPERATIONS.

JOB POSTED BY APPLICANTPRO