24/7 Call Center Shift Lead — Coaching & Metrics

Unitedwayokc; Oklahoma City (OK); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with employer match

Life insurance

Job summary

HeartLine is seeking a 211 Shift Supervisor to lead 211 Call Specialists in a 24/7 call center, monitoring performance and delivering real-time data to support staff. The role involves coaching, training, and providing crisis intervention information to callers, with on-call duties and remote work after training.

The position requires a Bachelor’s degree or equivalent, supervisory experience, and willingness to work varied shifts, including evenings and weekends, in Oklahoma City.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Supervisory or leadership experience preferred; nonprofit experience is a plus.
• Inform USA certification within one year of eligibility.

Responsibilities

• Analyzes call center metrics, including real-time adherence, forecasting, hourly service levels (SLA), and agent performance statistics.
• Conducts weekly feedback sessions with 211 Call Specialists to support performance and ongoing development.
• Supports the accuracy of the resource database by identifying and reporting resource changes as they become known.
• Collaborates with 211 Call Specialists and volunteers by sharing knowledge of community resources, database functions, and call-handling practices.
• Assists with new employee orientation and Phone Based Services Training.
• Provides phone coverage as needed based on call volume and staffing needs.
• Responds to calls from on-duty 211 Call Specialists as needed, including occasional calls outside of regular working hours.
• Coordinates shift coverage in the event of employee absences and provides coverage when a replacement is unavailable.
• Communicates operational, staffing, and other 211 Call Center needs to management.
• Participates in service training and continuing education to maintain job-related skills and remain current on applicable policies and procedures.
• Actively participates in HeartLine’s community disaster and emergency response plan.
• Assist with outreach activities and presentations.
• Other duties as assigned.

Skills

Verbal and written communication

Leadership

Computer literacy

Time management

Empathy

Independence with team collaboration

Flexibility with shifts

Stress management

Physical ability to lift 20 pounds

Education

Bachelor’s degree or equivalent

Tools

Call center systems

Databases

Job description

HeartLine is seeking a 211 Shift Supervisor to lead 211 Call Specialists in a 24/7 call center, monitoring performance and delivering real-time data to support staff. The role involves coaching, training, and providing crisis intervention information to callers, with on-call duties and remote work after training.

The position requires a Bachelor’s degree or equivalent, supervisory experience, and willingness to work varied shifts, including evenings and weekends, in Oklahoma City.