Contact Center Shift Supervisor - Full Time

Kaizen Lab Inc.; Walnut Creek (CA); On-site; USD 40,000 - 44,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

403(b) retirement plan

Paid holidays/vacation/Sick leave

Job summary

The Contra Costa Crisis Center is seeking a 988 Text/Chat Shift Supervisor to lead on-site teams in Walnut Creek, CA. This full-time, non-exempt role focuses on supervising staff and volunteers during shifts and guiding crisis calls, texts, and chats with compassionate, protocol-driven support.

The position requires crisis-intervention experience, strong written communication, and the ability to work evenings and overnights in a 24/7 call center environment.

Qualifications

• At least 1 year of crisis intervention experience via calls, texts or chats.
• Strong written communication and ability to structure crisis conversations.
• Emotional maturity, personal accountability, and effective teamwork.
• Proficiency with computers and online communication systems.
• Ability to work evening/night/overnight shifts.
• Ability to pass a background check.

Responsibilities

• Provide real time supervision to staff and volunteers.
• Support queue management by responding to calls, texts and chats as needed.
• Conduct coaching and performance feedback.
• Track attendance and coordinate scheduling as needed.
• Promote a supportive and professional environment.

Skills

Crisis intervention experience

Written communication

Emotional maturity

Computer proficiency

Evening/night shifts

Background check

Education

Bachelor's degree or related field

AAS Certification (Preferred)

Tools

Online communication systems

Job description

988 Text/Chat Shift Supervisor

Location: Walnut Creek, CA — On-site, Full-time

Compensation Range: $29-$32/hour, Non-Exempt

About Contra Costa Crisis Center

The Contra Costa Crisis Center strengthens our community by providing 24/7 services that prevent and reduce the impact of crisis. Through 988, 211, Grief Services, and coordinated partnerships with health and behavioral health systems, we connect people in distress with compassionate care and lifesaving support every day.

Position Summary

The Full Time Contact Center Shift Supervisor provides on-site supervisory support to staff and volunteers during assigned shifts and responds directly to calls, and crisis texts and chats from individuals seeking emotional support, crisis counseling, or suicide prevention assistance. This role models high quality crisis intervention and ensures adherence to protocols, and maintains a supportive, accountable, collaborative team within our 24/7 call center.

This position reports to the Associate Director of Crisis Operations & Quality and requires an on-site presence at our Walnut Creek Center.

Key Responsibilities

Shift Supervision and Support

• Provide real time oversight and guidance to staff and volunteers.
• Ensure adherence to protocols and communicate updates clearly.
• Conduct coaching, silent monitoring, and contact reviews.
• Respond to calls, and crisis texts and chats as needed to support queue management.
• Training & Development:
• Deliver onboarding and ongoing training for staff and volunteers.
• Provide individualized coaching and performance feedback.

Operational & Technical Support

• Provide basic technical support to staff during shifts.
• Track attendance, follow up on missed shifts, and ensure shift accountability.
• Assist with scheduling in coordination with the Associate Director of Crisis Operations & Quality as needed.

Quality Assurance & Compliance

• Conduct documentation and contact-quality reviews.
• Support follow-up contacts for 988 crisis services.
• Assist with addressing program participant concerns or grievances.

Culture & Team Engagement:

• Promote a supportive, inclusive, and professional environment.
• Address shift concerns and elevate issues appropriately.
• Attend required meetings and contribute to continuous improvement.

Front Line Skills

• Provide compassionate, clinically informed crisis support via calls, texts and chats.
• Maintain timely, accurate documentation and uphold confidentiality.
• Respond to after-hours community lines as assigned.

Required Qualifications

• At least 1 year of crisis intervention experience via calls, texts or chats, including crisis-line training.
• Strong written communication and ability to structure crisis conversations.
• Emotional maturity, personal accountability, and effective teamwork.
• Proficiency with computers and online communication systems.
• Ability to work evening/night/overnight shifts.
• Ability to pass a background check.

Strongly Preferred

• Bachelor’s degree in psychology, social work, or related field; or equivalent experience.
• AAS Individual Crisis Worker Certification.
• Spanish language fluency (written and spoken).
• Availability on evenings, weekends, and holidays.

Physical & Work Environment Requirements

• Ability to remain seated at a computer workstation for extended periods.
• Continuous use of a computer, keyboard, and headset.
• High-volume written communication with sustained focus.
• Ability to manage emotionally intense conversations.
• On-site work in a 24/7 crisis call center environment.

Compensation and Benefits

Pay Scale: $29–$32/hour (non-exempt).

Eligible employees receive medical, dental, vision, life, AD&D, LTD, paid holidays, vacation and sick leave, and a 403(b) retirement plan.

Equal Employment Opportunity Statement

Contra Costa Crisis Center is an equal opportunity employer committed to treating all people with dignity and respect. We value experiences and perspectives that strengthen our ability to serve the community.