contact centre supervisor

Safa Worldwide Private Limited

<p><b>We&rsquo;re Hiring: Recruitment: HR Executive.</b></p><p>Location: DHA Phase 6, Khayaban-e-Shahbaz, Karachi</p><p>Job Type: Full-Time | Permanent | Office-Based</p><p>Salary: PKR 60,000 &ndash; 75,000 per month</p><p><b>About Us</b></p><p>Safa Worldwide Pvt. Ltd. is an established BPO operating in Karachi since 2015. We manage a high volume of customer interactions daily, supporting UK-based clients with service enquiries, billing support, mobile contract upgrades, and related services.</p><p>As part of our continued growth, we are expanding our HR function and seeking a Recruitment HR Executive to support large-scale hiring (approximately 50 sales roles) and assist in delivering structured training programs.</p><p><b>Key Responsibilities</b></p><ul><li>Manage end-to-end recruitment, including job postings, CV screening, and initial phone interviews</li><li>Conduct in-person interviews and candidate assessments</li><li>Administer evaluations (typing speed, listening skills, and aptitude tests)</li><li>Oversee onboarding processes, including documentation and orientation scheduling</li><li>Deliver HR policy training and non-product training (e.g., communication and soft skills)</li><li>Maintain accurate employee records and HR databases</li><li>Support employee engagement initiatives and internal activities</li></ul><p><b>Candidate Requirements</b></p><ul><li>Proven experience in recruitment/HR, preferably within a BPO, call centre, or software house</li><li>Strong interpersonal and communication skills</li><li>Confident, professional, and approachable personality</li><li>Fluent in spoken and written English (essential for UK market support)</li><li>Well-organised, proactive, and detail-oriented</li><li>Proficient in Microsoft Office (Excel, Word, PowerPoint)</li><li>Ability to handle confidential information with discretion</li></ul><p><b>Working Hours</b></p><p>Monday to Friday: 12:00 PM &ndash; 8:00 PM<br/>On-site role (DHA Phase 6, Karachi)</p><p><b>Contact us:</b></p><p>021 35243202 | 0336-3332426<br/>recruitment@safa-worldwide.pk</p><p><b>Application Questions</b></p><ul><li>Do you have HR experience in an international call centre or BPO environment?</li><li>What is your expected salary?</li><li>What is your age?</li><li>What is your current residential area?</li><li>Are you able to commute to DHA Phase 6 independently?</li><li>How would you rate your spoken English (out of 10)?</li></ul><p><b>Apply now to join a growing organization where you can contribute to building high-performing teams and developing talent.</b></p><p>Job Type: Full-time</p><p>Pay: Rs60,000.00 - Rs75,000.00 per month</p><p>Application Question(s):</p><ul><li>Do you have any HR experience in a an international call centre? </li><li>What is your expected salary? </li><li>What is your age?</li><li>What is your residential area?</li><li>Can you manage your transport to DHA phase 6 on your own? </li><li>Rate your spoken english on a scale of 10?</li></ul><p>Work Location: In person</p>

Recruitment HR Executive UK Call Centre

Service 1 Federal Credit Union

<p>Do you enjoy working in a team environment with team members who are committed to providing outstanding member service? Are you passionate about serving your community in order to make a difference for as many people as possible? If you answered yes to both of these questions, Service 1 Federal Credit Union may have an opportunity for you!</p><p>Service 1 Federal Credit Union is seeking a motivated and knowledgeable Contact Center Supervisor (full-time). The Contact Center Supervisor will be responsible for overseeing day-to-day Contact Center operations, ensuring effective and efficient delivery across phone, chat, SMS, virtual teller, online account opening, home banking, and all other member correspondence. The Contact Center Supervisor will also be responsible for leading, coaching, and managing Contact Center staff to achieve performance goals while delivering exceptional, high-quality member service. Applicants should possess strong leadership skills, excellent communication skills, and a positive attitude. Essential functions include:</p><p>&middot; Assumes responsibility for the effective oversight and supervision of the Contact Center team.</p><p>&middot; Assists in developing, supporting, and motivating the Contact Center team by ensuring access to the tools, training, and information required for success.</p><p>&middot; Motivates and supports personnel through consistent communication, timely feedback, and ongoing performance discussions.</p><p>&middot; Conducts observation-based coaching sessions to identify improvement opportunities and recognize positive behaviors across all engagement channels.</p><p>&middot; Promotes a supportive, positive environment where personnel are empowered to solve problems and resolve member issues.</p><p>&middot; Manages department schedules and staffing levels by monitoring attendance and engagement volume across all channels.</p><p>&middot; Proactively identifies and resolves issues to minimize member impact and ensure timely resolution.</p><p>&middot; Determines the appropriate course of action for problem resolution and communicates decisions clearly to all parties involved.</p><p>&middot; Conducts research and resolves documentation errors or discrepancies accurately and promptly.</p><p>&middot; Assists with high-level member escalations in a professional, timely, and solution-focused manner.</p><p>&middot; Provides members with basic information regarding accounts, products, services, and payments, and performs basic account maintenance.</p><p>&middot; Coordinates the completion of required forms for disputes, wires, accounts, and applications.</p><p>&middot; Actively promotes cross-selling of products and services across all communication channels.</p><p>&middot; Ensures Service 1 FCU&rsquo;s brand and culture are consistently reinforced in all member interactions and internal practices.</p><p>&middot; Complies with all policies, procedures, and Service 1 FCU&rsquo;s Information Security policy.</p><p>&middot; Keeps management informed of departmental activities, performance trends, and significant issues.</p><p>&middot; Prepares and evaluates monthly reports to track volume and relevant channel statistics.</p><p>&middot; Measures and monitors KPIs and overall performance results to support service and operational goals.</p><p>&middot; Assists in the development of Contact Center policies, procedures, and quality standards.</p><p>&middot; Perform other duties as needed.</p><p><b>Education and Experience Requirements:</b></p><p>&middot; Previous Contact Center experience</p><p>&middot; Previous financial institution experience (preferred)</p><p><b>Required Skills:</b></p><p>&middot; Demonstrate excellent communication skills</p><p>&middot; Ability and desire to lead others</p><p>&middot; Ability to make independent decisions</p><p>&middot; Ability to analyze and research information to determine a solution</p><p>&middot; Ability to present oneself as well as Service 1 FCU in a professional manner</p><p>Service 1 Federal Credit Union offers an amazing benefit package with health, dental, vision, short-term disability, long-term disability and group term life insurance coverage(s) available. A generous 401(k) contribution and PTO benefits are also provided. Wages commensurate with experience. EOE.</p><p>Benefits:</p><ul><li>401(k)</li><li>Dental insurance</li><li>Flexible spending account</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Work Location: In person</p>

Contact Center Supervisor

The University of Michigan

<p></p><div><div><div><h2 class="jobSectionHeader"><b>How to Apply</b></h2><p>
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.</p><h2 class="jobSectionHeader"><b>
Who We Are</b></h2><p>
Michigan Medicine is one of the largest hospitals in Michigan and a premier academic medical center made up of:</p><ul><li>
U-M Health System</li><li>
University of Michigan Medical School and its University of Michigan Medical Group practice</li><li>
One of the nation?s largest biomedical research communities</li><li>
Michigan Health Corp. the legal entity that allows the Health System to enter into partnerships, affiliations, joint ventures and other business activities</li></ul><h2 class="jobSectionHeader"><b>
Mission Statement</b></h2><p>
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.</p><h2 class="jobSectionHeader"><b>
Job Summary</b></h2><p><b>
Job Summary / Responsibilities</b></p><p>
The Contact Center Supervisor will lead a team of Contact Center Representatives whose focus is on ensuring high patient satisfaction, access to care and best in class service. Directly responsible for the performance management of Contact Center Representatives. Manage and evaluate the activities and day to day responsibilities of the Contact Center Representatives receiving incoming phone calls as well as facilitating outbound and off phone work. The supervisor will evaluate, plan and schedule staffing levels and workflow/activities to achieve expected call and outbound volumes. The Supervisor is responsible for tracking and reporting on team?s performance including attendance patterns. The supervisor is responsible for understanding call Quality Monitoring (QA) to ensure quality standards and key performance indicators. In addition, the supervisor coordinates training for Contact Center Representatives, including orientation, customer service training and ongoing coaching sessions. Assign, monitor and review progress and accuracy of work of Contact Center Representatives. Directs efforts and provides technical guidance on the use of call center technology. Serve as an escalation point for handling complaints and grievances, including interceding on incoming calls with difficult customers.</p><p>
Responsible for interviewing, hiring, salary changes, performance coaching, planning and evaluation, disciplinary actions, termination, completion of annual performance evaluations, and development of all subordinate staff either directly or overseeing additional assistance. Evaluate and coordinate workflow/activities to achieve expectations, monitor call center data and manage to goals for new patient access, service level, abandon rate, etc. Monitor calls/activities as necessary to ensure that performance standards are being met. Assign, monitor, and review progress and accuracy of work, direct efforts and provide technical guidance on more complex issues.</p><h2 class="jobSectionHeader"><b>
Responsibilities*</b></h2><ul><li>
 Provide direct supervision of Contact Center Representatives.</li><li>
 Ensure adherence to policies for attendance and other Standard Practice Guidelines (SPG).</li><li>
 Prepare weekly/monthly performance reports. Report and share with management team and Contact Center staff on a weekly basis; utilizing data to assist in recognition, coaching, mentoring and goal setting.</li><li>
Provide coaching, mentorship, and development opportunities to direct reports</li><li>
Assist in the identification and resolution of operating problems related to calls, scheduling, and process implementation.</li><li>
Conduct formal on-the-job and ongoing training for Contact Center staff; create a staffing plan conducive to meeting training needs.</li><li>
Approve time off/vacation requests; create a coverage plan for absences.</li><li>
 Approve payroll time.</li><li>
Work with Contact Center Sr. Rep(s) to update and maintain Contact Center training material.</li><li>
 Monitor Contact Center work for accuracy and quality assurance and provide feedback, coaching, and mentoring.</li><li>
Complete annual performance reviews for direct reports</li><li>
Act as liaison between Contact Center staff and others within the clinic or health center. Work directly with faculty, APPs, and nursing staff to resolve scheduling and Contact Center issues.</li><li>
Demonstrate excellent work ethic and customer service, acting as a role model in all areas of Contact Center operations.</li><li>
Help to oversee and monitor day to day call center operations and processes for customer. satisfaction, efficiency, and target achievements: 80% service level, 5% or less abandonment rate.</li><li>
Communicate with all staff at weekly/monthly meetings to reach department goals, resolve issues and institutional priorities or changes.</li><li>
 Foster positive communication among all staff.</li><li>
Lead the staff in the ongoing Lean in Daily Work Model quality improvement initiatives, working to make continuous improvement to Contact Center performance metrics.</li><li>
Maintain administrative confidentiality in all matters.</li><li>
 Other duties as assigned.</li></ul><h2 class="jobSectionHeader"><b>
Required Qualifications*</b></h2><ul><li>
Associate Degree or equivalent combination of education and experience within an ambulatory care setting.</li><li>
Individual must exhibit strong leadership skills, possess a professional and positive image when interacting with patients, faculty, and staff. They must also adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and communication skills; and demonstrated ability to interact with a diverse population and effectively manage and lead staff.</li><li>
Candidates must be able to work effectively with a multidisciplinary team, handling multiple responsibilities in a fast-paced environment. In addition, candidate must demonstrate flexible and creative problem-solving skills, proficient computer and keyboarding skills, and excellent attendance.</li><li>
Proficient communication skills and results-orientated work approach.</li></ul><h2 class="jobSectionHeader"><b>
Desired Qualifications*</b></h2><ul><li>
Experience with EPIC (electronic medical report).</li><li>
Knowledge of University policies and procedures.</li><li>
Experience leading teams and team building.</li></ul><h2 class="jobSectionHeader"><b>
Why Join Michigan Medicine?</b></h2><p>
Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world's most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.</p><p><b>
What Benefits can you Look Forward to?</b></p><ul><li>
Excellent medical, dental and vision coverage effective on your very first day</li><li>
Flexible spending accounts</li><li>
Prescription Drug Plan</li><li>
Mental and emotional health programs</li><li>
Child Care Resources</li><li>
Life Insurance</li><li>
Legal Services Plan</li><li>
2:1 Match on retirement savings</li></ul><p><b>
Another reason to Go Blue!</b></p><ul><li>
Nationally Recognized for work/life effectiveness by WorldatWork</li><li>
Top 5 employer in Michigan by Crains Detroit Business</li><li>
Forbes #1 Best Employer in Michigan</li><li>
Ranked #11 in the US and best in Michigan Best Hospitals rankings for 2020-21</li><li>
Five medical specialties ranked in the nations top 10 and was ranked No. 1 in the state of Michigan.</li><li>
Michigan Medicine ranked #15 in Newsweek's World's Best Hospitals rankings</li></ul><h2 class="jobSectionHeader"><b>
Modes of Work</b></h2><p>
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.</p><h2 class="jobSectionHeader"><b>
Additional Information</b></h2><p><b>
Reporting Relationship</b></p><p>
This position will report to Contact Center Manager within the University of Michigan Medicine Medical Group (UMMG) and will also receive direction from the Director of the Contact Center.</p><h2 class="jobSectionHeader"><b>
Background Screening</b></h2><p>
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.</p><h2 class="jobSectionHeader"><b>
Background Screening</b></h2><p>
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.</p><h2 class="jobSectionHeader"><b>
Application Deadline</b></h2><p>
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.</p><h2 class="jobSectionHeader"><b>
U-M EEO Statement</b></h2><p>
The University of Michigan is an equal employment opportunity employer.</p></div></div></div><p></p>
<br><div><div><h3 class="jobSectionHeader"><b>Job Opening ID</b></h3>
<div><p>277243</p>
</div></div><div><h3 class="jobSectionHeader"><b>Working Title</b></h3>
<div><p>Contact Center Supervisor - Intermediate</p>
</div></div><div><h3 class="jobSectionHeader"><b>Job Title</b></h3>
<div><p>Call Center Inter Supr Inbound</p>
</div></div><div><h3 class="jobSectionHeader"><b>Work Location</b></h3>
<div><p>Michigan Medicine - Ann Arbor</p>
</div></div><p>Ann Arbor, MI</p>
<div><h3 class="jobSectionHeader"><b>Modes of Work</b></h3>
<div><p>Hybrid
</p></div></div><div><h3 class="jobSectionHeader"><b>Full/Part Time</b></h3>
<div><p>Full-Time</p>
</div></div><div><h3 class="jobSectionHeader"><b>Regular/Temporary</b></h3>
<div><p>Regular</p>
</div></div><div><h3 class="jobSectionHeader"><b>FLSA Status</b></h3>
<div><p>Exempt</p>
</div></div><div><h3 class="jobSectionHeader"><b>Organizational Group</b></h3>
<div><p>Um Hospital</p>
</div></div><div><h3 class="jobSectionHeader"><b>Department</b></h3>
<div><p>MM ACS Contact Center Central</p>
</div></div><div><h3 class="jobSectionHeader"><b>Posting Begin/End Date</b></h3>
<div><p>5/08/2026 - 5/15/2026</p>
</div></div><div><h3 class="jobSectionHeader"><b>Career Interest</b></h3>
<div><p>Administration</p></div></div></div>

Contact Center Supervisor - Intermediate

DataPath, Inc.

<p><b>Role Summary</b></p><p>The Contact Center Supervisor is responsible for overseeing daily contact center operations, ensuring service levels, quality standards, compliance requirements, and participant experience expectations are consistently met. This role directly supervises Contact Center Representatives and serves as the primary escalation point for complex participant and employer inquiries.</p><p><b>Key Responsibilities</b></p><ul><li>Supervise on-shore Contact Center Representatives (CSRs) and support day-to-day activities of on-shore and off-shore CSRs handling calls and emails related to HSAs, FSAs, HRAs, COBRA, and other benefit plans.</li><li>Monitor and manage performance metrics including AHT, accuracy, quality scores, call volume, and SLA adherence.</li><li>Conduct call listening, email reviews, and quality audits for coaching, training, and performance management purposes.</li><li>Handle escalated participant and employer issues requiring advanced knowledge or judgment.</li><li>Support workforce planning, scheduling, coverage management, and workload balancing.</li><li>Ensure adherence to scripts, SOPs, HIPAA requirements, and IRS regulations.</li><li>Attend all Product Enhancement review meetings to identify impacts to processes supported by team and make appropriate updates to procedures, workflows, etc.Partner with Training, Product, and Operations leadership to improve processes, tools, and customer experience.</li><li>Serve as back-up to the Client Operations Supervisor</li><li>Other duties as assigned</li></ul><p><b>Required Qualifications</b></p><ul><li>3-5 years of contact center or customer service operations experience.</li><li>Prior supervisory or team lead experience strongly preferred.</li><li>Strong coaching, communication, and documentation skills.</li><li>Comfort working with performance metrics and operational reporting.</li><li>Must be able to pass a background check.</li></ul><p><b>Preferred Qualifications</b></p><ul><li>College coursework or degree in business, healthcare, accounting, or a related field.</li><li>Working knowledge of FSAs, HSAs, HRAs, COBRA, and other pre-tax benefit plans.</li><li>Familiarity with HIPAA compliance and IRS regulations.</li></ul><p>Pay: $50,000.00 - $60,000.00 per year</p><p>Benefits:</p><ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible schedule</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Education:</p><ul><li>High school or equivalent (Preferred)</li></ul><p>Experience:</p><ul><li>call center supervisor: 3 years (Preferred)</li></ul><p>Work Location: Remote</p>

NAMI Chicago

<div>
 <strong>
  Description
  <br/>
  <br/>
 </strong>
 <strong>
  Type:
 </strong>
 Full-Time
 <br/>
 <br/>
 <strong>
  Reports
 </strong>
 <strong>
  to:
 </strong>
 988 Training Manager/Crisis &amp; Support Operations
 <br/>
 <br/>
 <strong>
  Office Location:
 </strong>
 224 W. Hill St., Suite 410, Chicago IL; this is a remote position due to being weekends and evenings; this is not a work from anywhere role. You must maintain a private, confidential workspace in your home within the Chicago area and be able to attend in-person trainings and meetings at our Chicago office or other designated location as requested. Subject to change with notice.
 <br/>
 <br/>
 <strong>
  Schedule:
 </strong>
 Monday &ndash; Friday 11 am to 7 pm. This is a fully remote position, but this is subject to change with notice. The training and onboarding schedule may differ from the regular work schedule.
 <br/>
 <br/>
 <strong>
  Background
  <br/>
  <br/>
 </strong>
 <em>
  The mission of the National Alliance on Mental Illness (NAMI) Chicago is to provide hope and improve the quality of life for those whose lives are affected by mental illness.
 </em>
 <em>
  NAMI Chicago
 </em>
 <em>
  seeks
 </em>
 <em>
  to fill gaps in Chicago's mental health system, with an intentional emphasis on serving underrepresented populations and
 </em>
 <em>
  breaking down
 </em>
 <em>
  barriers to care.
  <br/>
  <br/>
 </em>
 <strong>
  General Job Description
  <br/>
  <br/>
 </strong>
 The 988/Helpline Outbound Supervisor supports NAMI Chicago&rsquo;s mission by directly supervising 988/HL Outbound shifts and the specialists who are supporting individuals. The NAMI Chicago Helpline and 988 Lifeline Crisis Center Outbound Program provides follow-up crisis intervention, emotional support, information, and resource referrals to people living with mental health conditions, their family members and caregivers, mental health providers, and the public following an initial contact with either call center. The 988/HL Outbound Supervisor provides oversight and live coaching to the specialists. In addition, the Supervisor provides support, assistance, and resources to individuals contacting 988 or the Helpline through phone call, text message, chat, and email as needed. This work centers on listening, supporting everyone&rsquo;s needs and advocating on their behalf as necessary. This role requires strong communication skills, emotional intelligence, and the ability to remain composed under pressure while multitasking across various platforms and tasks.
 <br/>
 <br/>
 <strong>
  Essential Functions &amp; Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Shift Supervision: Supervise and support, provide oversight, guidance, and immediate direction to a team of specialists that, in-turn, provide support, information and referrals to contacts who consented for follow-up. Assist in live coaching in-the-moment, problem-solving and navigating issues as they arise during follow-up contact, including crisis contacts, in accordance with policies and procedures. Maintain consistent and effective communication throughout the shift with other supervisors and management. Respond promptly to requests for guidance and support.
  </li>
  <li>
   Supervision &amp; Leadership: Provide regular clinical and administrative supervision to the 988/HL Outbound Specialists to promote continual growth and improvement. Proactively identify and address program needs to ensure effective service delivery. Foster a collaborative, trauma-informed team culture aligned with NAMI Chicago&rsquo;s values and the vision for the Outbound Program. Actively participate in meetings, trainings, and coaching sessions to support team cohesion and service excellence.
  </li>
  <li>
   Quality Improvement: Quality assurance includes documentation review, and live and recorded conversation monitoring. Ensure the compliance to policy and workflows by Outbound Specialists. Provide feedback and clinical consultation support quality improvement and compliance to enhance service delivery and team performance.
  </li>
  <li>
   Training &amp; Development: Participate in ongoing training and professional development to remain current with best practices. Identify team and individual specialist training needs and retraining needs; collaborate with Crisis &amp; Support Operations management to implement effective learning strategies. Support onboarding and continued training for new staff and interns as directed by management.
  </li>
  <li>
   Wellness: Actively engage in your wellness and communicate support needs as appropriate. Support specialists in understanding and accessing wellness supports. Adhere to the organization&rsquo;s wellness policies.
  </li>
  <li>
   Other Duties: Perform other duties as assigned
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <strong>
  Education and Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Master&rsquo;s degree in a social service field; Qualified Mental Health Professional (QMHP) consistent with the Illinois Administrative code.
  </li>
  <li>
   At least 1 year of experience providing training, lead work, and/or people management.
  </li>
  <li>
   At least 2-3 years of relevant experience providing social service support through telephonic outreach, crisis, and/or case management
  </li>
  <li>
   At least 2 years of experience working with vulnerable populations
  </li>
  <li>
   Computer Skills: proficiency with Microsoft Outlook, Teams, Word, Excel, and PowerPoint, proficiency with Adobe Acrobat, Google Chrome, Windows operating systems, and other software routinely used by NAMI Chicago.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Essential Knowledge, Skills And Abilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Experience with and able to demonstrate ability to serve anyone in the greater Cook County area who contacts NAMI Chicago call centers. The NAMI Chicago call centers are a no-barriers access points to support, education and referrals for individuals and families living with mental health challenges, mental illnesses or other emotional stressors. This is especially true for our underrepresented and vulnerable populations, including social and racial/ethnic minorities, youth and young adults, and those with severe mental illness.
  </li>
  <li>
   Ability to make real-time rapid assessments of individuals during follow-up contact, as well as Outbound Specialist&rsquo;s needs, dexterity in judgement and navigation of a situation, recognition of appropriate utilization of leadership support and self-regulation of response to situations.
  </li>
  <li>
   Excellent verbal and written communication skills, with the ability to effectively communicate with team members, those in crisis, their families, caregivers, and community stakeholders.?
  </li>
  <li>
   Exhibits sensitivity and empathy regarding human service issues and projects a non-judgmental attitude towards those requiring assistance.
  </li>
  <li>
   Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility.
  </li>
  <li>
   Familiar with community resources and how to work with law enforcement and other community organizations (i.e., hospitals, outpatient clinics, etc.).
  </li>
  <li>
   Utilizes a growth mindset in supervisory tasks and connections with the team.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Welcome Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Previous experience at a social service warmline or hotline
  </li>
  <li>
   Bilingual in Spanish and English
  </li>
  <li>
   Certification in crisis interaction or suicide prevention
  </li>
  <li>
   Current ASIST or SafeTALK certification
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Available Benefits
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Company sponsored wellness activities.
  </li>
  <li>
   Medical, Dental and Vision benefits.
  </li>
  <li>
   Company sponsored Life and AD&amp;D Insurance and Long-Term Disability.
  </li>
  <li>
   401k Retirement plan.
  </li>
  <li>
   Critical llness Insurance, Hospital Indemnity, Accident Insurance, Short Term Disability Coverage.
  </li>
  <li>
   Generous PTO.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  NAMI Chicago is an inclusive employer, we welcome
 </strong>
 <strong>
  and
 </strong>
 <strong>
  encourage BIPOC, LGBTQ+, Veterans, Differently Abled, Returning Citizens and All Who Are Dedicated to Mental Health to Apply.
  <br/>
  <br/>
 </strong>
 <strong>
  Salary Range: $57,000 - $60,000
 </strong>
</div>


988/Helpline Outbound Supervisor

<div>Description:
<p><b>
Type:</b> Full-Time</p><p><b>
Reports</b> <b>to:</b> 988 Training Manager/Crisis &amp; Support Operations</p><p><b>
Office Location:</b> 224 W. Hill St., Suite 410, Chicago IL; this is a remote position due to being weekends and evenings; this is not a work from anywhere role. You must maintain a private, confidential workspace in your home within the Chicago area and be able to attend in-person trainings and meetings at our Chicago office or other designated location as requested. Subject to change with notice.</p><p><b>
Schedule:</b> Monday &ndash; Friday 11 am to 7 pm. This is a fully remote position, but this is subject to change with notice. The training and onboarding schedule may differ from the regular work schedule.</p><p><b>
Background:</b></p><p><i>
The mission of the National Alliance on Mental Illness (NAMI) Chicago is to provide hope and improve the quality of life for those whose lives are affected by mental illness.</i> <i>NAMI Chicago</i> <i>seeks</i> <i>to fill gaps in Chicago's mental health system, with an intentional emphasis on serving underrepresented populations and</i> <i>breaking down</i> <i>barriers to care.</i></p><p><b>
General Job Description:</b></p><p>
The 988/Helpline Outbound Supervisor supports NAMI Chicago&rsquo;s mission by directly supervising 988/HL Outbound shifts and the specialists who are supporting individuals. The NAMI Chicago Helpline and 988 Lifeline Crisis Center Outbound Program provides follow-up crisis intervention, emotional support, information, and resource referrals to people living with mental health conditions, their family members and caregivers, mental health providers, and the public following an initial contact with either call center. The 988/HL Outbound Supervisor provides oversight and live coaching to the specialists. In addition, the Supervisor provides support, assistance, and resources to individuals contacting 988 or the Helpline through phone call, text message, chat, and email as needed. This work centers on listening, supporting everyone&rsquo;s needs and advocating on their behalf as necessary. This role requires strong communication skills, emotional intelligence, and the ability to remain composed under pressure while multitasking across various platforms and tasks.</p><p><b>
Essential Functions &amp; Responsibilities:</b></p><ul><li><b>
Shift</b> <b>Supervision:</b> Supervise and support, provide oversight, guidance, and immediate direction to a team of specialists that, in-turn, provide support, information and referrals to contacts who consented for follow-up. Assist in live coaching in-the-moment, problem-solving and navigating issues as they arise during follow-up contact, including crisis contacts, in accordance with policies and procedures. Maintain consistent and effective communication throughout the shift with other supervisors and management. Respond promptly to requests for guidance and support.</li><li><b>
Supervision &amp; Leadership:</b> Provide regular clinical and administrative supervision to the 988/HL Outbound Specialists to promote continual growth and improvement. Proactively identify and address program needs to ensure effective service delivery. Foster a collaborative, trauma-informed team culture aligned with NAMI Chicago&rsquo;s values and the vision for the Outbound Program. Actively participate in meetings, trainings, and coaching sessions to support team cohesion and service excellence.</li><li><b>
Quality Improvement:</b> Quality assurance includes documentation review, and live and recorded conversation monitoring. Ensure the compliance to policy and workflows by Outbound Specialists. Provide feedback and clinical consultation support quality improvement and compliance to enhance service delivery and team performance.
</li><li><b>Training &amp; Development:</b> Participate in ongoing training and professional development to remain current with best practices. Identify team and individual specialist training needs and retraining needs; collaborate with Crisis &amp; Support Operations management to implement effective learning strategies. Support onboarding and continued training for new staff and interns as directed by management.</li><li><b>
Wellness:</b> Actively engage in your wellness and communicate support needs as appropriate. Support specialists in understanding and accessing wellness supports. Adhere to the organization&rsquo;s wellness policies.</li><li><b>
Other Duties:</b> Perform other duties as assigned
</li></ul>Requirements:
<p><b>
Education and Experience</b></p><ul><li>
Master&rsquo;s degree in a social service field; Qualified Mental Health Professional (QMHP) consistent with the Illinois Administrative code.</li><li>
At least 1 year of experience providing training, lead work, and/or people management.</li><li>
At least 2-3 years of relevant experience providing social service support through telephonic outreach, crisis, and/or case management</li><li>
At least 2 years of experience working with vulnerable populations</li><li>
Computer Skills: proficiency with Microsoft Outlook, Teams, Word, Excel, and PowerPoint, proficiency with Adobe Acrobat, Google Chrome, Windows operating systems, and other software routinely used by NAMI Chicago.</li></ul><p><b>
Essential Knowledge,</b> <b>Skills</b> <b>and Abilities:</b></p><ul><li>
Experience with and able to demonstrate ability to serve anyone in the greater Cook County area who contacts NAMI Chicago call centers. The NAMI Chicago call centers are a no-barriers access points to support, education and referrals for individuals and families living with mental health challenges, mental illnesses or other emotional stressors. This is especially true for our underrepresented and vulnerable populations, including social and racial/ethnic minorities, youth and young adults, and those with severe mental illness.</li><li>
Ability to make real-time rapid assessments of individuals during follow-up contact, as well as Outbound Specialist&rsquo;s needs, dexterity in judgement and navigation of a situation, recognition of appropriate utilization of leadership support and self-regulation of response to situations.
</li><li>Excellent verbal and written communication skills, with the ability to effectively communicate with team members, those in crisis, their families, caregivers, and community stakeholders.?</li><li>
Exhibits sensitivity and empathy regarding human service issues and projects a non-judgmental attitude towards those requiring assistance.</li><li>
Ability to maintain confidentiality of sensitive information and show professionalism, reliability, and responsibility.</li><li>
Familiar with community resources and how to work with law enforcement and other community organizations (i.e., hospitals, outpatient clinics, etc.).</li><li>
Utilizes a growth mindset in supervisory tasks and connections with the team.</li></ul><p><b>
Welcome</b> <b>Qualifications:</b></p><ul><li>
Previous experience at a social service warmline or hotline</li><li>
Bilingual in Spanish and English</li><li>
Certification in crisis interaction or suicide prevention</li><li>
Current ASIST or SafeTALK certification</li></ul><p><b>
Available Benefits:</b></p><ul><li>
Company sponsored wellness activities.</li><li>
Medical, Dental and Vision benefits.</li><li>
Company sponsored Life and AD&amp;D Insurance and Long-Term Disability.</li><li>
401k Retirement plan.</li><li>
Critical llness Insurance, Hospital Indemnity, Accident Insurance, Short Term Disability Coverage.</li><li>
Generous PTO.</li></ul><p><b>
NAMI Chicago is an inclusive employer, we welcome</b> <b>and</b> <b>encourage BIPOC, LGBTQ+, Veterans, Differently Abled, Returning Citizens and All Who Are Dedicated to Mental Health to Apply.</b></p><p><b>
Salary Range: $57,000 - $60,000</b></p></div>

Qualfon

<div>Overview:
<div><b>
Mission:</b> As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring the best performance, employee engagement and development, and client satisfaction. This role spans three critical dimensions: Mentor, Manager, and Messenger upholding the STRIDES values of Service, Teamwork, Results, Integrity, Dignity, Encouragement, and Spirituality, and demonstrating by example the four agreements at Qualfon to Keep-Commitments, Add-Value, Move-Fast, and Spend-Wisely.</div><div></div><div><i><br>
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</i></div><div></div><div><b><br>
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - </b>https://qualfon.com/join-us/</div>
Responsibilities:
<div><b>
Dimensions of Leadership:</b></div><div></div><div><b><br>
1. Mentor: </b>Help others succeed in their personal and company goals. Know and understand each team member and ensure that all persons are supported to reach their full potential. Works on improving his/her own knowledge, skills, and abilities.</div><div></div><div><b><br>
o Coaching and Development:</b></div><ul><li>
Provide ongoing coaching and guidance to contact center agents for excellence.</li><li>
Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) policies and procedures.</li><li>
Assist team members in discovering their total vocation and support their growth.</li><li>
Create a positive learning environment, providing regular feedback and facilitating ongoing skill development.</li></ul><div>
Qualfon Mission Leaders, as Mentors, prioritize integrity. They nurture individual growth, treat others with respect, and uphold ethical standards while also complying with the laws of each country, state, or region where Qualfon operates.</div><div></div><div><b><br>
2. Manager: </b>Make sure that we meet our responsibilities and deliver results to the best of our abilities.</div><div></div><div><b><br>
o Client and Internal KPIs:</b></div><ul><li>
Attending client Key Performance Indicators (KPIs) and internal KPIs, such as Attendance and Attrition.</li><li>
Assists Quality Assurance Review (QAR) in conducting Root Cause Analysis (RCA) and participates in the activities initiated by QAR for the improvement of the team&rsquo;s performance.</li><li>
Analyze workflows to identify areas for improvement, streamlining processes to enhance efficiency and customer satisfaction.</li><li>
Uphold Qualfon standards by monitoring interactions, ensuring adherence to scripts and providing constructive feedback to the agents. Regularly update and maintain coaching scorecards.</li></ul><div>
Qualfon Mission Leaders, as Managers, prioritize results and teamwork. They manage the resources entrusted to them, emphasizing the importance of reaching targets for profitability.</div><div></div><div><b><br>
3. Messenger: </b>Represent Qualfon in a professional manner. Work to create a positive environment.</div><div></div><div><b><br>
o Communication and Team Building:</b></div><ul><li>
Communicate clearly across all channels and platforms.</li><li>
Conduct regular team meetings and huddles for center updates.</li><li>
Provide timely KPI updates and coaching logs.</li><li>
Promote transparent communication between agents, management, and other departments, addressing concerns and fostering collaboration.</li><li>
Represent your team's needs and successes to senior management.</li></ul><div>
Qualfon Mission Leaders, as Messengers, prioritize constant encouragement and active listening. They execute mission-driven communication, positive problem-solving, clear expression, and empathetic listening.</div>
Qualifications:
<ul><li>High School Diploma (required); college degree or some college coursework (preferred).</li><li>
Excellent communication skills, both written and verbal.</li><li>
Proficiency in computer literacy.</li><li>
Analytical and logical thinking abilities.</li><li>
Strong planning and organizational skills.</li><li>
At least 2 years of team leadership experience in a contact center setting is required.</li></ul></div>

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