2-1-1 Navigation Center Supervisor

United Way; St. Louis (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

United Way of Greater St. Louis is seeking a capable supervisor for the 2-1-1 Missouri and Southwest Illinois information and referral service.

You will oversee calls, emails, texts and web chats, ensure service levels, and coach team members toward high-quality outcomes. Responsibilities include monitoring performance, conducting regular 1-on-1s, and producing timely evaluations while maintaining professional decorum and confidentiality in a fast-paced public service environment.

Qualifications

• 2-5 years supervisory experience required.
• 2+ years call center experience.
• Bachelor's degree in Business administration or similar preferred.
• Proficient in Microsoft Office applications.
• Able to complete AIRS CIRS exam within 18 months.

Responsibilities

• Supervise, track and evaluate employee performance against standards.
• Monitor calls via live monitoring and call recordings to ensure quality and handle escalations.
• Communicate business strategies and performance results to management with timely feedback.
• Coordinate monthly/quarterly 1-1 meetings to support members and performance coaching.
• Review monthly achievements and prepare annual performance evaluations.

Skills

Supervisory experience

Call center experience

Analytical ability

Interpersonal skills

Attention to detail

Phone etiquette

Education

Bachelor's degree in Business administration

Tools

Microsoft Office

Job description

By bringing people and organizations together to solve our region's most pressing issues, United Way of Greater St. Louis is making our community a better place to live, work, and thrive. It's more than a day job. It's a mission. Come work with us!

2-1-1 Missouri and Southwest Illinois is a 24-hour comprehensive information and referral service available to residents of Missouri and Southwest Illinois that connects people to community resources. Supervises employees who receive telephone calls, emails, text messaging and/or web chats from clients seeking help. Responsible for the daily activity of call center management, including policies and procedures. Ensures metrics are met for service level, adherence and timeliness are met. Maintains professional decorum and accurately executes authority for personnel actions according to departmental and organizational policies and procedures. Performs a variety of tasks and requires creativity and out-of-the-box thinking to achieve results.

General Responsibilities:

• Supervise, track and evaluates employee benchmark performance against standards
• Monitors calls via live monitoring, virtual/side by side monitoring and utilizing call recording technologies to ensure compliance with quality initiatives handling escalations and providing coaching to team members to minimize the need for escalations
• Manages, tracks and communicates business strategies and performance results, provides timely feedback to management team on customer trends, issues and needs.
• Coordinates monthly and quarterly 1-1 meetings with each team member to facilitate effective and supportive relationships, positive performance management, coaching and mentoring
• Reviews performance achievements monthly with each team member and prepares annual performance evaluations

Knowledge, Skills and Abilities:

• 2-5 years supervisory experience required; 2+ years call center experience
• Bachelor's degree in Business administration or similar preferred
• Proficient in Microsoft Office applications; Word, Excel, Outlook, preferred advanced proficiency
• Analytical ability required to gather and summarize data for reports, find solutions to various administrative problems and prioritize work
• Must successfully complete AIRS Certified Information and Referral Specialist (CIRS) exam within 18 months of employment
• High level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy+
• Works accurately under pressure with a high attention to detail and concern for accuracy
• Ability to motivate a team and foster a positive, successful and professional work environment where employees choose to work hard to achieve their goals
• Must have excellent phone etiquette and customer service skills
• Work requires exceptional attention to detail composing, typing and proofing materials, establishing priorities and meeting deadlines have knowledge of use and operation of standard office equipment

United Way is an equal opportunity employer