Contact Center Operations Supervisor - Evening/Overnight

Contact Center Operations Supervisor - Evening/OvernightCrisis Center of Tampa Bay - Tampa, FL 33613Position Type: Full Time Job Shift: Bridge Education Level: 2 Year Degree Travel Percentage: Negligible Category: Nonprofit - Social ServicesPosition SummaryThe Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The Operations Supervisor plays a critical role in ensuring the daily operations of the contact center run effectively and to a high standard. This position provides direct leadership and oversight to Intervention Specialists and interns, supporting quality service delivery across all contact channels including telephone, chat, and in person modalities. The Supervisor is responsible for staff development, quality assurance, performance management, and program compliance, and serves as a key resource during high-acuity situations that require supervisory intervention. This position reports to the Operations Manager of Gateway Services and, in their absence, the Director of Gateway Services.Strategic/Transformational Duties and ResponsibilitiesEnsure the day-to-day functioning of the contact center, including supervision of Intervention Specialists, to maintain a high standard of care across all service channels.Provide leadership and coordination for staff and interns fostering a collaborative and high-performing team culture.Participate in the performance quality improvement (PQI) process and use data to drive informed decisions that improve services and outcomes.Transactional/Administrative Duties and ResponsibilitiesProvide direct supervision of staff and interns, including coaching, performance evaluation, progressive discipline, and recognition; communicate clear job expectations and hold direct reports accountable for meeting program and contractual requirements.Regularly observe and monitor staff and interns, providing real-time support to staff working with clients in high-acuity situations that require supervisory intervention.Oversee staffing, scheduling, and resource allocation to ensure 24/7/365 contact center coverage across all service lines and contact platforms; monitor and address coverage gaps proactively.Assist with training, supervision and evaluation of staff and interns as required.Conduct formal performance reviews of staff, including annual evaluation of all direct reports. Review application of information and referral skills, crisis counseling and de-escalation skills, and suicide lethality assessment and suicide intervention skills. Identify strengths and opportunities for improvement and make recommendations for additional training.Recommend program design modifications as needed to ensure program alignment with leading practices in suicide prevention and information and referral services.Ensure follow-up support is provided to high-risk callers.Oversee and manage the performance of chat functions, as applicable.Demonstrate availability for off-hours assignments as necessary to support contact center operations, including holidays and during disasters or critical incidents.Communicate regularly with department staff and interns.Conduct call monitoring for quality improvement and training purposes.Complete contact center performance reports as required for quality improvement purposes; utilize a performance-based management approach and understanding of key performance indicators to make data-driven evaluations for operational success.Collaborate with program leadership to ensure efficient dissemination of all policy, procedure, and program changes, and assist with implementation of new programs.Uphold all applicable confidentiality standards, including HIPAA and organizational confidentiality policies, in every aspect of service delivery and documentation.Meet established performance expectations across quality assurance, documentation accuracy, follow-up referral rates, referral quality, and other metrics as defined by supervisory and contracted requirements. All staff working within the program share the responsibility to meet contract requirements around call answer rate.Available to support line coverage across all hotline services as required.Perform such other duties as may be assigned by supervisor which training have been provided for.Required CompetenciesCooperation/Teamwork - Works toward win/win solutions; deals with conflict collaboratively; discusses root causes underlying the problem; develops effective working relationships.Engaging Communication - Relates to people in an open, honest, and sincere manner; treats people with respect; is friendly and approachable; listens attentively to others; communicates ideas clearly; communicates appropriately with leadership and coworkers.Customer Service (Internal & External) - Recognizes and attends to important details with accuracy and efficiency; treats customers courteously; responds to customer requests in a timely manner; elicits feedback from customers to monitor their satisfaction; considers both short and long-term interests of the customer in making service decisions; proactively identifies customer needs; takes responsibility to resolve customer complaints; takes business or personal risks to serve customers' long-term interests; creates strategies to help the organization serve customers more effectively.Adaptability - Adapts readily to changes; works effectively under stress; needs minimal supervision; comfortable working in a fast-paced environment; is reliable, dependable and results oriented; maintains productivity and composure under pressure; effectively prioritizes work and establishes clear goals and plans.Problem Solving - Views problems as opportunities to create new solutions; anticipates potential problems and analyzes alternative solutions.Judgment - Gathers sufficient input before making decisions; sees interrelatedness between issues; considers alternative solutions; makes appropriate and timely decisions.Valuing & Fostering Diversity - Demonstrates respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.Self-Management - Takes responsibility for one's behavior and well-being; works effectively under stress and adapting one's style to changing situations; comfortable working in a fast-paced environment and needs minimal supervision; exhibits a professional demeanor.Education and ExperienceBachelor's degree; crisis intervention training and two years of experience may be substituted for educational requirements.Complete required initial and ongoing training as needed, including Crisis Center Core Training and FCASV Advocacy Core Training within the first sixty days of employment. Complete Introduction to Trauma-Informed Care and Psychological First Aid within twelve months of hire. Complete Applied Suicide Intervention Skills Training (ASIST) within the first twelve months of employment. Staff employed beyond one year may be required to obtain national certification through an applicable accrediting body (e.g., Inform USA or AAS).Proficiency in oral and written communication skills.Knowledge of crisis intervention, active listening, de-escalation techniques and community resources.Knowledge of basic supervisory principles and practices, including the ability to determine work priorities, assign work, and ensure proper completion of role responsibilities.Ability to collect, analyze, and evaluate data to inform program and operational decisions.Ability to establish and maintain effective working relationships across all levels of the organization.Proficiency in Windows-based computer systems; skill in word processing and database programs; ability to type at 50 WPM minimum.Physical Demands/Working ConditionsPhysical Requirement: Must have ability to lift and carry up to 25 lbs. Employee must be able to sit, climb or balance, hear, use hands, taste/smell, stoop, kneel, crouch, crawl, stand, walk, talk, and reach with hands and arms. The position requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Must be able to sit for prolonged periods of time.Working Conditions : Duties are performed primarily in an office setting. Operates computer and standard office equipment such as telephone and copier/printer.Travel : MinimalHours : Determined by assigned schedule. Gateway Services is open 365 days a year 24-hours a day. Employees are required to work holidays, evenings, and/or weekends; and during hurricanes and other times of disasters/critical incidents.This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.The Crisis Center of Tampa Bay is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information