Bilingual Helpline Supervisor – Crisis Counseling Lead

Jewish Community Services of South Florida; Miami (FL); On-site; USD 55,000 - 56,000; Full time

Benefits offered by this job

Medical and dental plans

401(k) match

In-service training and CEU

Job summary

Jewish Community Services of South Florida (JCS) is seeking a Helpline Supervisor to oversee daily operations of the Contact Center in Miami. You will monitor staff performance, support crisis interventions, and ensure high quality service, compliance, and reporting.

The role requires a Bachelor's degree and at least two years of supervisory experience in a related setting, with strong communication skills and bilingual English/Spanish abilities.

Qualifications

• Bachelor’s degree or related field required;
• Two years in a contact center, crisis services, information and referral, or related setting preferred.
• Supervisory, leadership, coaching, or training experience preferred.
• Information and Referral and Crisis Worker certifications must be obtained and maintained.
• Strong written and oral communication skills; ability to prepare reports.

Responsibilities

• Provide daily supervision and support to staff, including live monitoring and schedule adherence.
• Act as first point of contact for staff questions, escalations, and on-shift decisions.
• Provide coaching, feedback, and corrective action; ensure QA standards and KPIs are met.
• Coordinate recruitment, onboarding, and training of new staff; assist with scheduling and coverage.

Skills

Staff supervision

Crisis management

Communication

Bilingual English/Spanish

Education

Bachelor's degree in Psychology, Social Work, Human Services, or related field

Tools

Microsoft Office

Job description

Jewish Community Services of South Florida (JCS) is seeking a Helpline Supervisor to oversee daily operations of the Contact Center in Miami. You will monitor staff performance, support crisis interventions, and ensure high quality service, compliance, and reporting.

The role requires a Bachelor's degree and at least two years of supervisory experience in a related setting, with strong communication skills and bilingual English/Spanish abilities.