Night Helpline Shift Supervisor - Lead, Train & Schedule

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

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.