The Supervisor/Team Lead/Manager assists in the management of operations, people, processes, technology and resources within the Contact Center. The Team Lead is directly responsible for staff supervision, training, scheduling, clinical supervision and quality monitoring.
Work schedule: varying weekday shift, one weekend shift
ESSENTIAL JOB FUNCTIONS: Operations: - Manage daily activities of the Contact Center. - Schedule appropriately to support the 24/7 services.
Supervision and staff development: - Supervise, train and monitor staff. - Ensure the development of staff skills, quality and performance through individual coaching and group learning opportunities.
Clinical supervision: - Provide clinical supervision for complex cases. - Assist staff in the development of active listening, triage and problem solving skills. - Conduct the monthly case review meetings with chapters and Contact Center staff.
Customer service: - Assure quality interactions with customers. - Coordinate customer service with the chapters including addressing questions, problems and other issues.
- Masters’ degree in social work or related field required. - Minimum 2 years management experience. - Experience with call centers, customer service or telephone work preferred.
Additional Salary Information: - Market value for the job and performance in each position
- Medical, dental, disability and other health and welfare programs
- A 401(k) plan with a generous safe harbor contribution
- Career growth through tuition reimbursement and training opportunities
The Alzheimer's Association is the world’s leading voluntary health organization in Alzheimer care, support and research. We are the largest private funder of Alzheimer research and the premier source of information and support for the more than 5 million Americans with Alzheimer’s disease and their 11 million families and caregivers. Number 85 on the Philanthropy 400 and ranked eighth in the heal...th care sector, the Alzheimer's Association was recently named one of Non-Profit Times 50 best places to work for 2010.
The Alzheimer's Association Nationwide Network of chapters offers a broad range of programs and services for people with the disease, families, caregivers and professional health care providers.
For additional information and current "Career Opportunities", please visit our website at www.alz.org