Call Center Supervisor-Resource Center

211 Palm Beach Treasure Coast is a dedicated and passionate agency committed to improving lives through crisis intervention and by connecting people to health, mental health, and wellness services 24 hours a day every day, seven days a week. We are seeking an experienced call center supervisor to join our team.

This position supports a 24 / 7, 365-day operation, and schedule flexibility is essential. Initial training and onboarding-typically lasting 60–90 days-will occur during daytime or varied hours based on operational and training needs. Regular shift assignments will be determined following successful completion of training and may include evenings, overnights, weekends, and holidays based on organizational needs.

The call center supervisor provides direct supervision and support to assigned Resource Center staff, ensuring consistent delivery of high-quality services within the 211 Resource Center. Responsibilities include monitoring attendance, assisting with shift scheduling, evaluating productivity, and reviewing call handling for compliance with agency standards. Offer ongoing feedback, coaching, and performance support to team members. This role requires broad availability and flexibility to effectively meet operational needs and uphold the agency's mission

Key Responsibilities :

Foster a high-performing, supportive team environment within the Resource Center that emphasizes quality service, compliance, and staff well-being.

Supervise and support assigned team members, including monitoring performance, reviewing documentation for accuracy and completeness, addressing challenging calls, and providing debriefing and self-care support following crisis interventions.

Ensure consistent call center coverage and response to crisis lines by monitoring call volume and coordinating staffing, including managing callouts and scheduling shifts.

Assist with the onboarding process for new staff, including training, coaching and support.

Conduct regular one-on-one meetings and performance evaluations to address attendance, productivity, quality assurance, and professional development.

Enforce agency policies through progressive discipline and corrective actions in collaboration with management.

Provide direct and indirect 211 service coverage by handling crisis and information / referral calls as needed, including jumping into the call queue during periods of high volume or when specialists require support.

Responsibilities include client assessment, crisis de-escalation, and appropriate resource linkage using the agency's database. Completion of required training is mandatory.

Maintain awareness of agency goals, KPIs, and contract deliverables to ensure compliance.

Attend mandated monthly staff meetings as well as department meetings and participates in required in-services, training sessions and conferences when appropriate to job responsibilities maintaining all annual training requirements.

Participate in on-call supervisory rotation and provide support to center due to unscheduled absences.

Responsible for special projects and other duties as assigned.

Minimum Requirements :

• High School Diploma required. Associate's degree in human services, Social Work, or a related field is preferred.
• Minimum 2 years of supervisory experience and 2 years call center experience required.
• Experience in a crisis intervention setting, such as a crisis center or related role preferred. This may include direct crisis response work, formal education or training in crisis theory or suicidology, or a combination of equivalent experience and education.
• Familiarity with community resources preferred.
• Bilingual (English / Spanish or English / Creole) Preferred.

Knowledge / Skills / Training

Strong interpersonal and communication skills to effectively engage with staff, clients, and community members

Proven ability to coach, mentor, and lead team members

Knowledge of crisis intervention, including suicidology and crisis management techniques

Demonstrates sound judgment, professionalism, tact, and adaptability

Effective organizational and time-management skills

Proficient in computer use, including databases and word processing software

Reliable attendance and punctuality

The Agency :

211 Palm Beach Treasure Coast is a private nonprofit 501(c)3 agency that was started in 1971 and quickly expanded into crisis counseling and suicide prevention. The agency cultivates a caring and dynamic team to serve Palm Beach County and the Treasure Coast (five counties). Additional partners provided funding to support a quality, centralized access point for health, and human services information and crisis services. 2-1-1 was designated nationally by the FCC for information and referral purposes, and it became the telephone number for the agency's helpline.

211 Palm Beach / Treasure Coast's mission is to save lives through crisis intervention and by connecting people to health, mental health, and wellness services 24 hours a day every day.

The position : Full time

Benefits :

Work Location : Lantana, FL 33465

Local and national background clearance required.

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