24/7 Call Center Shift Lead & Coach (Crisis Support)

HeartLine Inc; Oklahoma City (OK); On-site; USD 42,000 - 54,000; Full time

Job summary

HeartLine Inc. seeks a 211 Shift Supervisor to lead a team of call specialists in a 24/7 call center. You monitor operations, provide real-time data, coaching, and problem solving to improve performance and service delivery.

The role includes on-call coverage, training support, and ensuring coverage during high-volume periods. After completing initial training, remote work may be allowed; residency in Oklahoma is required during application.

Qualifications

• Bachelor’s degree or equivalent experience.
• Supervisory or leadership experience preferred.
• Obtain Inform USA certification within one year of eligibility.
• Ability to utilize call center systems and databases effectively.
• Flexible to work varied shifts including days, evenings, overnights, weekends, and holidays.

Responsibilities

• Analyzes call center metrics and agent performance.
• Conducts weekly feedback sessions with 211 Call Specialists.
• Coordinates shift coverage and provides coverage when replacements are unavailable.
• Collaborates with staff to share knowledge of resources and call-handling practices.
• Provides training support and assists with new employee orientation.

Skills

Verbal and written communication

Leadership

Coaching

Time management

Empathy

Independence

Shift flexibility

Stress management

Physical capability

Education

Bachelor's degree or equivalent

Job description

HeartLine Inc. seeks a 211 Shift Supervisor to lead a team of call specialists in a 24/7 call center. You monitor operations, provide real-time data, coaching, and problem solving to improve performance and service delivery.

The role includes on-call coverage, training support, and ensuring coverage during high-volume periods. After completing initial training, remote work may be allowed; residency in Oklahoma is required during application.