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Service Supervisor (SS1)

Service Supervisor (SS1) – Memphis Crisis Center

This is a 3 ½ day per week position

Coverage hours:  Monday 7:00 A.M.- Thursday 12:00 P.M

(50% remote or as directed by need)

$40K annually

 

This position manages a hybrid team (2/3 employees/1/3 volunteer staff) to ensure quality service, consistent with up-to-date standards and practices, via the Memphis Crisis Center’s 24/7 hotline.

 

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Community Outreach

• Ensure phone coverage 24/7

• Internal and external detailed reports

• Recruit, orient, and schedule new MCC employees and volunteers in their duties

• Provides extraordinary customer service and professionalism to all internal and external customers (including callers and other team members)

• Addresses/resolves any issues and elevate them to Managers as necessary

• Monitors team performance

• Provides ongoing education and training in collaboration with Crisis policies and

directives

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent oral and written communication skills

• Compassion and empathy for our callers and staff

• Ability to effectively collaborate with staff members and service providers

• Mindset focused on solving problems and achieving team goals

• Skilled in operating phones, personal computer, software, and other IT systems.

• Ability to pay close attention to detail and to ensure accuracy of reports and data

• Ability to manage multiple processes and effectivly lead a team of call-takers

• Ability to maintain effective and organized systems to ensure timely answer rates

• Ability to be calm and flexible in busy or stressful

• Bilingual a plus.

• Proficient in MicrosoftOffice Suite products including Excel, Word, and Outlook, plus a

variety of other word-processing, spreadsheet, database, and email

• Spoken and written fluency in English

• This job requires use and exercise of independent judgment

EDUCATION AND EXPERIENCE CRITERIA:

• Bachelor’s degree

• Experience in hotlines, project management and/or supervision a plus

• Must have own transportation

Please email resumes to terry.barnes@crisis7.org