211 Shift Supervisor
On-siteOklahoma City, Oklahoma, United States
Job Summary
Monitor 211 Call Center operations by analyzing real-time adherence metrics, forecasting service levels, and supporting staff performance through weekly feedback sessions. Provide direct leadership by coaching Call Specialists, resolving technical issues, and delivering phone coverage during high-volume periods or staffing gaps, including occasional after-hours support. Collaborate with volunteers to maintain resource database accuracy while assisting with new employee orientation and ongoing training. Coordinate shift coverage for absences and communicate operational needs to management while participating in community disaster response plans and outreach activities.
Required Qualifications
- Bachelor's degree or an equivalent combination of education and relevant experience
- Reside in Oklahoma
- Regular attendance at our Oklahoma City office
- Obtain Inform USA certification within one year of eligibility
- Excellent verbal and written communication skills
- Strong computer literacy and ability to effectively utilize call center systems, databases, and other applicable technology
- Shows effective time management, organization, and attention to detail
- Ability to lead, coach, and support the development of a diverse team
- Maintains a compassionate, empathetic, and nonjudgmental approach when assisting individuals with complex and diverse needs
- Able to work independently with confidence while collaborating effectively within a professional team environment
- Reliable and flexible, with willingness to work a variety of shifts including days, evenings, overnights, weekends, and holidays, with schedules adjusted as needed to meet coverage requirements
- Ability to handle and manage stress due to scope and type of calls that may be received
- Physically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop
- Some evenings/weekend work required
Desired Qualifications
- Supervisory or leadership experience
- Experience in a community-based nonprofit
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