Inbound Contact Center Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be an Inbound Contact Center Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Wraparound Supervisor/Coach
COME JOIN OUR TEAM!
Do you want to lead a team that helps struggling youth and families realize their vision and increase their autonomy from formal systems like CYFD and Juvenile Justice?
La Casa Community Behavioral Health Center (LCCBH) is looking for High Fidelity Wraparound Supervisor. Using NM High-Fidelity Wraparound (NMHFW) values, principles and practices, the Wraparound Supervisor leads a team of Wraparound Facilitators and Family Peer Support Workers. This position carries a dual role of supervision and coaching. Supervision entails managing the team according to LCCBH agency expectations and supporting the team so that they have the resources to implement the MNHFW model to high fidelity. Coaching includes, guiding and supporting Wraparound facilitators in the practice of implementing the NMHFW model with enrolled youth.
Do you want to get trained on-the- job to utilize a nationally proven approach of intensive care coordination through team-based, strengths-based methods?
If you are not familiar with NM High-Fidelity Wraparound Model, you will be enrolled into state training to learn all about NMHFW facilitation and coaching. You will learn from nationally recognized subject matter experts all about the unique effectiveness of the NMHFW model. While in training you will carry a caseload and be supervised by a NMHFW state Master Coach who will support you as you work toward getting your Coaching certification.
The following essential skills are required: Supervisory skills, engagement skills, planning skills, implementation skills, transition skills, and other essential skills to develop the trust and respect of your team, youth and families served.
Education and Experience Requirements:
or
Masters’s degree in social services, human services, or equivalent field.
· With a bachelor’s degree a minimum of four (4) years’ experience, working with the target population and/or High-Fidelity Wraparound program. Lived experience can count for two (2) of the four (4) years required.
Or
With a master’s degree a minimum of two (2) years’ experience, working with the target population and/or High-Fidelity Wraparound program. Lived experience can count for one (1) of the two (2) years required.
Responsibilities:
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
Schedule:
Ability to Relocate:
Work Location: In person
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