[Hiring] Disability Hub MN Supervisor @DIRECT INTERACTIONS INC

Role Description

The Disability Hub MN Supervisor is responsible for supporting daily Hub operations and directly managing a team of Disability Hub staff. This role ensures staff deliver services in alignment with the organization’s mission, vision, and values while maintaining high standards of performance and customer service. The Supervisor:

• Monitors schedule adherence and staffing coverage.
• Makes real-time operational adjustments to meet performance goals.
• Provides immediate coaching and support to staff.
• Plays a critical role in maintaining service quality, troubleshooting technology and systems issues, and fostering a positive and engaging team environment.

To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response.

Qualifications

• Must reside in Minnesota.
• Bachelor’s degree in a social services or related field.
• Employment is contingent upon successful completion of a criminal background check and education verification.
• Minimum of 2 years of supervisory and/or leadership experience. Experience supervising remote sites a plus.
• Minimum of 2 years of experience working in call/contact center in the health care, health insurance or closely related industry.
• Experience in an Operations role - including the ability to improve processes and workflows.
• Previous experience in disability, public benefits, or long-term care systems a plus.

Requirements

• Manage and direct daily activities of Options Counselors (OCs) and support staff, ensuring schedules, coverage, and resources meet operational needs.
• Oversee staff performance, implement development and training plans, and provide ongoing coaching.
• Develop and implement strategies to improve staff retention, morale and engagement.
• Support recruitment, hiring, and promotion, including identifying key competencies, participating in interviews, and onboarding new staff with technology and training access.
• Monitor real-time operations and provide direct support to staff as needed.
• Provide direct services in the contact center when necessary to maintain consistent, high-quality customer service.
• Track and monitor performance metrics, contact management tools, and ensure timely resolution of customer complaints.
• Motivate and support staff through positive communication, constructive feedback, and recognition initiatives.
• Collaborate with Hub Management, Supervisors, and Directors to identify training needs, implement best practices, and improve systems and processes.
• Demonstrated ability to manage multiple priorities in a fast-paced environment and exercise sound judgment.
• Strong problem-solving skills, technology proficiency (Microsoft Office and web-based systems), and ability to troubleshoot technical and operational challenges.
• Excellent verbal and written communication skills and commitment to diversity, equity, inclusion, and disability rights principles.

Benefits

• Flexible scheduling to maintain a healthy work-life equilibrium.
• Opportunity to positively impact the lives of individuals in need.
• Supportive team environment focused on well-being.