LACG Helpline Shift Supervisor - Overnight

Louisiana Association on Compulsive Gambling; Bossier City (LA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Louisiana Association on Compulsive Gambling seeks a Shift Supervisor to oversee overnight Helpline shifts in person, with a 40-hour weekly schedule including weekends, afternoons, overnights, and holidays. Strong leadership and collaboration are essential to supervise staff and ensure data accuracy while maintaining call and chat logs.

The role requires mentoring, performance reviews, training, and ensuring high-quality care across all contacts.

Qualifications

• Requires high school diploma or GED; related college degree preferred; 1 year managerial or helpline experience.
• Strong organizational, self-starter, team player with efficient daily task management.
• Excellent verbal and written communication skills; ability to prioritize and manage time.

Responsibilities

• Supervises the overnight shift Helpline Specialist.
• Ensure data entered by staff is accurate and complete by end of shifts.
• Ensure call log, intakes, chat and text are properly entered and complete.
• Complete and review End of Shift Reports.
• Provide supervision, training, mentoring and guidance to staff.
• Monitor quality of care and report deficiencies.
• Maintain facility cleanliness and report deficiencies.
• Oversee follow-ups and timely callbacks.
• Assist with staff training and policy adherence.
• Cover shifts when needed due to illness or absences.
• Assist with monthly scheduling to ensure proper coverage.
• Manage Helpline inventory and office supplies.
• Ensure procedures and protocols are followed.
• Participate in ongoing trainings and performance reviews.

Skills

Leadership

Management experience

Customer service

Communication

Organizational skills

Mentoring

Proactive problem solving

Tech literacy (iCarol, Excel, Word)

Education

High School Diploma or GED

College degree preferred

Tools

iCarol

FileMakerPro

Excel

MS Word

Job description

Overview

To assist in the supervision of Helpline overnight shifts.

To assist in the supervision of Helpline overnight shifts. General work schedule will be 40 hours per week- weekends, afternoon, overnight hours, maybe scheduled to work holidays. This position requires strong leadership skills and the ability to work collaboratively with team members.

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance

Responsibilities

• Supervises the overnight shift Helpline Specialist.
• Assist with ensuring that data entered by staff is accurate.
• Ensures Intakes, chat and text are entered and completed by the end of shifts and ensuring call log is complete, reporting any inaccuracies or deficiencies.
• Completes and reviews End of Shift Reports.
• Assist with personnel supervision, training, mentoring and guidance.
• Provide supervision over quality of care provided to all contacts and reporting any deficiencies.
• Help maintain physical facility, ensure bathrooms cubicle areas, kitchen areas are always maintained and reporting any deficiencies.
• Assists in quality control and completion of contact survey and follow up information. Ensure follow ups are being offered, and call backs are being made in a timely manner.
• Assist with training for all new and current staff members, interns, and volunteers. Ensures all staff are adhering to policy and procedure.
• Assists all other staff in all departments, when necessary.
• Answers calls, chat and text during shifts and - Assists in covering work shifts unfilled due to illness or to other absences.
• Assist with monthly, daily scheduling of staff. Ensures proper coverage of shifts.
• Assists and maintains Helpline inventory, office supplies, kitchen supplies, and cleaning supplies and helps keep areas stocked and report any deficiencies.
• Ensure that all procedures and protocols are being followed.
• Participates in ongoing trainings.
• Assist with Helpline Specialist performance reviews.
• Prepare mail out information when requested.

Qualifications

• Must have a high school Diploma or GED equivalent; related college degree preferred; and have 1 year managerial experience, customer service experience and/or experience in working with a Helpline.
• Organized, self-initiator, goal-orientated, team player and efficient in daily tasks.
• Excellent verbal and written communication skills.
• Able to prioritize and manage time efficiently.
• Creative problem solver who thrives when presented with a challenge.
• Encourager of team and staff; able to mentor and lead.
• Great people-person skills and professional attitude.
• Proficient computer skills, with ability to learn software programs to include but not limited to: iCarol, FileMakerPro, Excel, and MS Word.
• Must be willing to pursue professional development.

Join our team as a Shift Supervisor where you can showcase your leadership abilities!

Job Type: Full-time

Expected hours: No less than 40 per week

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person