Helpline Contact Center Supervisor

Job Summary

Seeking a full-time Helpline Contact Center Supervisor, this position will manage incoming inquiries and supervise a diverse team of Screening & Information Specialists across multiple state helplines, ensuring effective access to substance use and problem gambling services while providing training and support to staff.

Key responsibilities

• Oversee daily operations of the helpline, including staffing schedules and technology coordination
• Provide direct supervision and support to Screening & Information Specialists, including training and performance monitoring
• Respond to helpline inquiries and assess user needs to provide appropriate referrals and resources

Required qualifications

• Five years of related experience in substance use, recovery, problem gambling, or harm reduction services, or a bachelor's degree in a relevant field in lieu of experience
• Demonstrated ability to supervise staff and provide mentorship and guidance
• Experience in information and referral services or customer service within human services
• Willingness to obtain a Certified Resource Specialist certification within one year of hire
• Openness to diverse perspectives and a commitment to cultural competence and ethical standards