Impact-Driven Call Center Supervisor - 2-1-1 Info & Referral

United Way; St. Louis (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

United Way of Greater St. Louis is seeking a capable supervisor for the 2-1-1 Missouri and Southwest Illinois information and referral service.

You will oversee calls, emails, texts and web chats, ensure service levels, and coach team members toward high-quality outcomes. Responsibilities include monitoring performance, conducting regular 1-on-1s, and producing timely evaluations while maintaining professional decorum and confidentiality in a fast-paced public service environment.

Qualifications

• 2-5 years supervisory experience required.
• 2+ years call center experience.
• Bachelor's degree in Business administration or similar preferred.
• Proficient in Microsoft Office applications.
• Able to complete AIRS CIRS exam within 18 months.

Responsibilities

• Supervise, track and evaluate employee performance against standards.
• Monitor calls via live monitoring and call recordings to ensure quality and handle escalations.
• Communicate business strategies and performance results to management with timely feedback.
• Coordinate monthly/quarterly 1-1 meetings to support members and performance coaching.
• Review monthly achievements and prepare annual performance evaluations.

Skills

Supervisory experience

Call center experience

Analytical ability

Interpersonal skills

Attention to detail

Phone etiquette

Education

Bachelor's degree in Business administration

Tools

Microsoft Office

Job description

United Way of Greater St. Louis is seeking a capable supervisor for the 2-1-1 Missouri and Southwest Illinois information and referral service.

You will oversee calls, emails, texts and web chats, ensure service levels, and coach team members toward high-quality outcomes. Responsibilities include monitoring performance, conducting regular 1-on-1s, and producing timely evaluations while maintaining professional decorum and confidentiality in a fast-paced public service environment.