Call Center Supervisor

We are seeking an experienced Call Center Supervisor to join our 211 Palm Beach Treasure Coast team. 211

PBTC a dedicated and passionate agency committed to improving lives through crisis intervention and by connecting people to health, mental health, and wellness services 24 hours a day every day, seven days a week. The resource center supervisor provides direct supervision and support to assigned Resource Center staff, ensuring consistent delivery of high-quality services within the 211 Resource Center. Responsibilities include monitoring attendance, assisting with shift scheduling, evaluating productivity, and reviewing call handling for compliance with agency standards.

Offer ongoing feedback, coaching, and performance support to team members who are providing crisis intervention and emotional support to individuals experiencing a wide range of crisis situations, including situations involving trauma, abuse, violence, sexual assault, mental health concerns, and suicide. This role requires broad availability and flexibility to effectively meet operational needs and uphold the agency's mission

This position supports a 24/7, 365-day operation and is designated for the overnight shift, 11:00 p.m. to 7:30 a.m.

Initial training, onboarding, and supervised practice-typically lasting approximately 90 days-will occur during daytime and/or varied hours based on training and operational needs. The employee will transition to the overnight shift once required training has been successfully completed, and the employee has demonstrated readiness to perform the essential duties of the position with the level of independence required for overnight operations. The timing of this transition may vary based on individual training progress and operational needs.

Once assigned to the overnight shift, regular availability and reliability for the 11:00 p.m. to 7:30 a.m. schedule, including assigned weekends and holidays, is an essential requirement of the position. Schedule flexibility is required based on organizational needs.

Foster a high-performing, supportive team environment within the Resource Center that emphasizes quality service, compliance, and staff well-being.

Supervise and support assigned team members, including monitoring performance, reviewing documentation for accuracy and completeness, addressing challenging calls, and providing debriefing and self-care support following crisis interventions.

Ensure consistent call center coverage and response to crisis lines by monitoring call volume and coordinating staffing, including managing callouts and scheduling shifts.

Assist with the onboarding process for new staff, including training, coaching and support.

Conduct regular one-on-one meetings and performance evaluations to address attendance, productivity, quality assurance, and professional development.

Enforce agency policies through coaching, performance improvement and corrective actions in collaboration with management.

Provide direct and indirect 211 service coverage by handling crisis and information/referral calls as needed, including jumping into the call queue during periods of high volume or when specialists require support. Responsibilities include client assessment, crisis de-escalation, and appropriate resource linkage using the agency's database. Completion of required training is mandatory.

Maintain awareness of agency goals, KPIs, and contract deliverables to ensure compliance.

Attend mandated monthly staff meetings as well as department meetings and participates in required in-services, training sessions and conferences when appropriate to job responsibilities maintaining all annual training requirements.

Participate in on-call supervisory rotation and provide support to center due to unscheduled absences.

Responsible for special projects and other duties as assigned.

• High School Diploma required. Associates degree in Human Services, Social Work, or a related field is preferred.
• Minimum 2 years of supervisory experience and 2 years call center experience required.
• Experience in a crisis intervention setting, such as a crisis center or related role preferred. This may include direct crisis response work, formal education or training in crisis theory or suicidology, or a combination of equivalent experience and education.
• Familiarity with community resources preferred.
• Bilingual (English/Spanish or English/Creole) Preferred.

Strong interpersonal and communication…