Lead Hotline Operations Supervisor

EveryMind.; Rockville (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

EveryMind in Rockville, MD is seeking a dynamic Supervisor for Hotline Operations to lead a team of Hotline Specialists, oversee shifts, and ensure high-quality customer support across phone, text, and chat. You will monitor queues, conduct coaching, schedule adherence, reporting, and coordinate emergency response services when needed.

Strong leadership, communication, and crisis-management skills required, with a Bachelor’s degree and 6+ months supervisory experience.

Qualifications

• Bachelor’s degree or equivalent combination of education and work experience.
• Six months to one year Hotline experience.
• Supervisory experience preferred (mentoring experience considered).
• Crisis/Emergency Services; Customer Service in a contact center.

Responsibilities

• Supervise team of Hotline Specialists and provide shift supervision.
• Monitor queues and specialist availability; take action according to plan.
• Ensure scheduled activities are followed (interactions, breaks, training).
• Provide management support to frontline specialists including backup for emergencies.
• Ensure accurate and timely reporting and monitor attendance/adherence.

Skills

Leadership

Communication

Interpersonal skills

Organizational skills

Problem solving

Computer skills

MS Office

Resource referrals

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

EveryMind in Rockville, MD is seeking a dynamic Supervisor for Hotline Operations to lead a team of Hotline Specialists, oversee shifts, and ensure high-quality customer support across phone, text, and chat. You will monitor queues, conduct coaching, schedule adherence, reporting, and coordinate emergency response services when needed.

Strong leadership, communication, and crisis-management skills required, with a Bachelor’s degree and 6+ months supervisory experience.