Crisis Hotline Operations Lead

Everymind Inc; Rockville (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

Everymind Inc. in Rockville, MD is seeking a motivated Supervisor to oversee the Hotline Specialists, ensuring efficient staffing and quality customer support across phone, text, and chat channels.

You will coach staff, conduct performance appraisals, monitor adherence, and handle escalations while supporting emergency services. This role requires leadership, crisis awareness, and excellent communication in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent combination of education and work experience.
• Six months to one year Hotline experience.
• Supervisory experience strongly preferred.
• Crisis/Emergency Services; Customer Service: Contact Center experience preferred.

Responsibilities

• Supervise a team of Hotline Specialists on phone, text, and chat shifts.
• Monitor queues and specialist availability and act per plan.
• Provide coaching and performance appraisals to staff.
• Ensure attendance and schedule adherence; report on operations.
• Support frontline staff and provide emergency backup.
• Participate in special projects and mandatory trainings.
• Maintain confidentiality and escalate crises as needed.
• Communicate plans and feedback clearly to stakeholders.

Skills

Leadership

Communication

Coaching

Performance appraisals

Analytical thinking

Team supervision

Customer service

Education

Bachelor’s degree or equivalent combination of education and work experience

Tools

Microsoft Office

Database

Job description

Everymind Inc. in Rockville, MD is seeking a motivated Supervisor to oversee the Hotline Specialists, ensuring efficient staffing and quality customer support across phone, text, and chat channels.

You will coach staff, conduct performance appraisals, monitor adherence, and handle escalations while supporting emergency services. This role requires leadership, crisis awareness, and excellent communication in a fast-paced environment.