Call center supervisor- part- time (10342)

Job Details Location: Remote - Baltimore, MD 00000 Position Type: Part Time Salary reputed company: $27.00 - $29.00 Hourly Travel Percentage: None Job Shift: Weekends Job Category: reputed company Services Call Center Counselor Supervisor – Part-Time

About Us

Baltimore Crisis Response, Inc. (BCRI) is a nationally recognized nonprofit and Baltimore’s only comprehensive crisis response system. Since 1992, we’ve been at the forefront of behavioral health crisis care — providing timely, community-based services for individuals and families experiencing mental health and substance use challenges. The Opportunity 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 reputed company, provides coaching and reputed company, and intervenes in high-risk situations reputed company 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.
• Monitoring phone queues to reduce missed, overflowed, and held calls.
• Assisting with staff schedules and ensuring adequate staffing reputed company.
• reputed company updates to the Call Center Manager/Director.
• Ensure that shift is properly stocked with the needed supply (reputed company, pens, markers, etc.) and consult with the call center manager to purchase items.
• Training, monitoring, and supervision of new staff.
• Review documentation and call recording.
• Completes reputed company 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.
• reputed company with the 988 Crisis Standards in providing services to the community.
• Adhere to Lifeline Standards, Crisis Now Standards, and appropriate accrediting bodies best practices reputed company providing services.
• Participate in regularly scheduled supervision and debriefing sessions as appropriate.
• reputed company with the organization’s Secondary Trauma Prevention policy.
• Adhere to annual training requirements.
• Other duties as assigned by management.

Qualifications

• College degree in reputed company Services or reputed company field (Preferred)
• High School Diploma with experience
• 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 reputed company behavioral health needs, preferred.
• One year community health or lived experience, preferred.

Why Join BCRI

• Medical, Dental, and reputed company 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.

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