[Hiring] Call Center Supervisor @Baltimore Crisis Response, Inc

Role Description

We are seeking a Call Center Counselor Supervisor to support daily call center operations during assigned shifts. This role ensures counselors adhere to policies, monitors KPIs and call flow, provides coaching and oversight, and intervenes in high-risk situations when needed. The Supervisor works closely with leadership to maintain compliance with 988 and Lifeline standards while upholding high-quality, consumer-centered service delivery.

What You’ll Do

• Measure KPI's: inbound calls, call waiting, call abandonment and other contract KPI’s.
• Assist with taking calls if staff are unable to handle the workload.
• Intervene appropriately with callers who present imminent danger to self or others, including assessing lethality and taking necessary steps to intervene.
• Coaching and mentoring staff to enhance customer service skills and resolve consumer issues effectively.
• Monitor phone queues to reduce missed, overflowed, and held calls.
• Assist with staff schedules and ensure adequate staffing levels.
• Provide updates to the Call Center Manager/Director.
• Ensure that shift is properly stocked with the needed supplies (paper, pens, markers, etc.) and consult with the call center manager to purchase items.
• Training, monitoring, and supervision of new staff.
• Review documentation and call recordings.
• Complete all shift-to-shift communication forms for effective transfer of information between shifts.
• Inform the Call Center Manager of immediate issues that arise in the Call Center.
• Comply with the 988 Crisis Standards in providing services to the community.
• Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices when providing services.
• Participate in regularly scheduled supervision and debriefing sessions as appropriate.
• Comply with the organization’s Secondary Trauma Prevention policy.
• Adhere to annual training requirements.
• Other duties as assigned by management.

Qualifications

• College degree in Human Services or related field (Preferred).
• High School Diploma with experience.

Requirements

• One year of administrative (office setting) and behavioral health experience, required.
• One year of supervisor experience, required.
• One year work engagement or experience with individuals living with dynamic and complex behavioral health needs, preferred.
• One year community health or lived experience, preferred.

Benefits

• Medical, Dental, and Vision Insurance.
• 403(b) Retirement Plan.
• Generous PTO – Vacation, Sick, Personal, and Holidays.
• Tuition Reimbursement & Professional Development Support.
• Be part of an innovative, impact-driven team shaping the future of crisis care.