211 Contact Center Supervisor (Pittsburgh Office)

211 is a nationally recognized service that connects people in need to community resources. The Pittsburgh office that currently services 30 counties across PA, including the Erie and Philadelphia regions, is seeking a 211 Contact Center Supervisor. The Contact Center Supervisor will supervise the day-to-day activities necessary to operate the PA 211 Southwest Contact Center and should be analytical, flexible, and prepared to act as the primary support for his/her navigator team under the direction of the Human Services Senior Manager. This position will utilize call center technology such as Work Force Management, Telephony Reporting tools and Quality Metrics to ensure their team is operating to their full potential.

As the Contact Center Supervisor, you will be supervising both people and processes: Interviewing potential candidates for Contact Center positions, monitoring schedule adherence to insure adequate staffing, and act as the first point of contact for Lead Resource Navigators wit escalation concerns. This position will continue to support the navigator team after training by monitoring their progress, ensuring that they understand and meet the UWSWPA expectations while providing them with ongoing coaching opportunities for success.

Required BS in social work or human services related field. Preferred AD or High School Diploma with minimum of 3 years’ experience as a 211 Resource Navigator.