Weekend Helpline Supervisor – Lead 211 Call Center

United Way of Houston; Houston, Northern (TX, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

United Way of Houston is seeking a weekend HELPLINE Supervisor to oversee the 211 Texas/United Way HELPLINE on Saturdays and Sundays, ensuring coverage and high performance. The role involves coordinating staffing, guiding staff on calls across channels, and supporting quality assurance.

Collaboration with the Manager/Director of Service Delivery is essential. The ideal candidate has a sociology/psychology background, 4+ years in social services or I&R call centers, and strong Excel/Power BI

Qualifications

• Bachelor's degree in sociology, psychology, or related field from an accredited university is preferred.
• Four+ years in social services or information and referral call center environments with three+ years in supervisory roles.
• Demonstrated ability to lead, train, and coach teams.
• Certification for I&R Specialist or Resource Specialist through Inform USA when eligible.
• Knowledge of community resources and telephony systems; advanced Excel and data manipulation skills.
• Knowledge of Power BI or other data visualization tools.

Responsibilities

• Serve as weekend supervisor for the 211 Texas/United Way HELPLINE (Sat–Sun).
• Oversee staff scheduling to ensure proper coverage and escalate issues to management.
• Coach staff on call handling, emails, texts, and chat per standards.
• Monitor calls for quality assurance and support performance meetings.
• Assist with disaster response and special projects as assigned.

Skills

Leadership

Staff scheduling

Excel

Power BI

Data analysis

Communication skills

Call center operations

IR knowledge

Confidential information handling

Problem solving

Education

Bachelor's degree in sociology/psychology or related field

Tools

Power BI

Call center software

Job description

United Way of Houston is seeking a weekend HELPLINE Supervisor to oversee the 211 Texas/United Way HELPLINE on Saturdays and Sundays, ensuring coverage and high performance. The role involves coordinating staffing, guiding staff on calls across channels, and supporting quality assurance.

Collaboration with the Manager/Director of Service Delivery is essential. The ideal candidate has a sociology/psychology background, 4+ years in social services or I&R call centers, and strong Excel/Power BI