Call Center Supervisor

Call Center Program Supervisor

Wheeler's vision is that all people will have the opportunity to grow, change and live healthier, productive lives. Our mission is to provide equitable access to innovative care that improves health, recovery and growth at all stages of life.

The call center Program Supervisor, in conjunction with management, provides leadership in the call center to ensure that the program integrates recovery principles in all aspects of service delivery. Provides oversight, training and supervision of call center staff members. In conjunction with senior management, the supervisor will be responsible for overseeing the day-to-day operations of the program. The supervisor will ensure services are delivered in accordance with agency and contract standards and that established benchmarks are met. Will provide direct telephonic assistance to callers as necessary to ensure optimal program functioning.

Salary : $57,000

Education and experience / qualifications : Must have a high school diploma / GED plus at least 3 years of relevant experience, including at least 2 years supporting individuals in their recovery journeys, and at least 1 year of progressively responsible work experience. Related education may be substituted for up to 2 years of experience on a year for year basis. Must have recovery coach or similar peer certification or be eligible for certification. Must have direct, lived experience as a person in sustained recovery from substance misuse or serious mental health challenges. Please provide a cover letter with direct, lived experience.

Supervisory experience is preferred. Knowledge of or experience with substance abuse and / or mental health services, crisis management and data entry are preferred. Previous telephone counselor experience preferred.

Location : Bristol, CT

Schedule : Full time, second shift supervisor position

Employee benefits :

Nurture your health :

• Comprehensive medical and prescription insurance through Centivo
• Comprehensive dental and vision insurance through Cigna
• Access to wellness programs to support your physical and mental health

Secure your future :

Fuel your career growth :

Maintain work-life harmony :

Essential duties and responsibilities :

Maintains accountability for the achievement of program(s) goals, contract standards and staff compliance with organizational goals and deadlines (e.g., certifications, training, standards).

In conjunction with other leadership, oversees day-to-day operations, including scheduling and providing training necessary, to ensure that the program is operating with maximum efficiency.

Provides administrative and performance related supervision to staff, including training related to populations served including callers with suicidality, mental illness and / or substance abuse.

Develops staff by assessing and using supervisee strengths and recognizes supervisee's limitations / problem areas. Conducts effective performance evaluations, sets goals and objectives, and monitors performance.

Consistently acknowledges and appreciates each team member's contributions and effectively utilizes each team member to their fullest potential. Mitigates team conflict and communication problems. Sets and manages expectations.

With assistance of senior manager, hires and trains new staff.

Answers all contract lines and provides services according to contract standards. Provides support, guidance, referrals and information to callers and ensures staff members do the same.

Provides on-call, and when necessary in-person, support to staff, including during overnight and weekend hours.

Uses and integrates essential recovery principles and provides feedback to management on areas of the program that can be strengthened to ensure the same.

Understands substance abuse and behavioral health treatment resources and recovery community supports, integrates knowledge as applicable with callers and helps other staff to do the same.

Provides training and serves as a role model and mentor to all staff on substance misuse and recovery.

Participates in quality assurance and improvement activities.

Conducts outreaches on behalf of the call center and participates in meetings to coordinate and strengthen communication with external partners.

Develops agendas and facilitates staff meetings.

Maintains professionalism towards all providers and other staff members; contributes to a positive team culture.

Completes documentation for all calls in an accurate, timely and thorough manner.

Maintains awareness of high-risk clients and implements appropriate interventions as defined in alerts and crisis plans.

Keeps abreast of program information and implements identified changes.

Attends all trainings and staff meetings as required. Completes all online trainings in a timely manner and as required.

Maintains confidentiality in a professional manner of all information received, discussed, and recorded.

Continues to develop knowledge and understanding about the history, traditions, values, family systems, and artistic expression of groups served as well as uses appropriate methodological approaches, skills, and techniques that reflect an understanding of culture.

Wheeler Clinic is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.