2-1-1 Contact Center Supervisor

The 2-1-1 Contact Center Supervisor provides guidance and support to our Client Service Representatives (CSRs) in their delivery of service information to the general public. This position is responsible for providing leadership & supervision to our telephone representatives in our call center, and ensuring that individual and departmental performance standards are met. DUTIES INCLUDE: Provide leadership, guidance and instruction to our CSR team (both in the office and off-site) based on analysis of service delivery. Feedback may include recognition and discipline, if applicable. • Manage the scheduling of CSR staff to meet needs, including attendance review & time off request review. • Resolve any potential client issues along with the CSR staff, looking for positive solutions for clients and encouraging development of staff. • Promote the values & plans of the organization while cultivating an environment of trust, teamwork, self-confidence and ownership.

Relevant degree or a combination of directly related college course work & experience in Information & Referral services. • Proven history of demonstrating leadership & responsibility through work performance. Ability to multi-task effectively in a fast-paced environment. • Ability to work with various cultural & socio-economic groups and maintain confidentiality as required. • Strong analytical thinking skills required, as well as superior communication skills. • Bilingual capabilities highly desirable. • Familiarity with health & social services in San Diego County is preferred.

Please apply by submitting your resume & cover letter at http://211sandiego.iapplicants.com No phone calls, faxes, or recruiters please.

Human Resources