{"id":1587426,"url":"https://alion.io/job/unitedwayokc-211-shift-supervisor","title":"211 Shift Supervisor","company":{"id":2068918,"name":"unitedwayokc","domain":"unitedwayokc.org","url":"https://alion.io/company/unitedwayokc","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Oklahoma City, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":95000,"period":"year","method":"role_country_seniority_unknown","sample_n":7190},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-11T17:14:59Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-02T15:58:58Z","board_verified":false,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"Description\nThe 211 Shift Supervisor provides leadership, guidance, and problem-solving support to 211 Call Specialists within a 24/7 call center. This role monitors operations and provides real-time data and analytical information to support staff performance. The 211 Shift Supervisor supports staff through coaching, problem-solving, and routine technical guidance while monitoring service delivery and program performance metrics. This position provides phone coverage during high-volume periods or as staffing needs require, utilizing effective listening skills to deliver information and referral and crisis intervention services to callers. The position also serves in an on-call capacity and provides training and support to 211 staff as needed.\nThis position requires regular attendance at our Oklahoma City office. To be considered for this role, applicants must reside in Oklahoma.\nKey Responsibilities:\nAnalyzes call center metrics, including real-time adherence, forecasting, hourly service levels (SLA), and agent performance statistics. \nConducts weekly feedback sessions with 211 Call Specialists to support performance and ongoing development. \nSupports the accuracy of the resource database by identifying and reporting resource changes as they become known. \nCollaborates with 211 Call Specialists and volunteers by sharing knowledge of community resources, database functions, and call-handling practices. \nAssists with new employee orientation and Phone Based Services Training. \nProvides phone coverage as needed based on call volume and staffing needs. \nResponds to calls from on-duty 211 Call Specialists as needed, including occasional calls outside of regular working hours.\nCoordinates shift coverage in the event of employee absences and provides coverage when a replacement is unavailable. \nCommunicates operational, staffing, and other 211 Call Center needs to management. \nParticipates in service training and continuing education to maintain job-related skills and remain current on applicable policies and procedures. \nActively participates in HeartLine’s community disaster and emergency response plan. \nAssist with outreach activities and presentations.\nOther duties as assigned.\nRequirements\nEducation: Bachelor’s degree or an equivalent combination of education and relevant experience.\nExperience: Supervisory or leadership experience preferred. Experience in a community-based nonprofit is a plus. Obtain Inform USA certification within one year of eligibility.\nRequired Skills and Abilities:\nExcellent verbal and written communication skills, with the ability to communicate effectively with employees, leadership, callers, and community partners.\nStrong computer literacy and ability to effectively utilize call center systems, databases, and other applicable technology.\nShows effective time management, organization, and attention to detail.\nAbility to lead, coach, and support the development of a diverse team.\nMaintains a compassionate, empathetic, and nonjudgmental approach when assisting individuals with complex and diverse needs.\nAble to work independently with confidence while collaborating effectively within a professional team environment.\nReliable and flexible, with willingness to work a variety of shifts including days, evenings, overnights, weekends, and holidays, with schedules adjusted as needed to meet coverage requirements. \nAbility to handle and manage stress due to scope and type of calls that may be received. \nPhysically able to lift 20 pounds, sit for long periods of time, talk on the telephone, and bend/stoop. \nBenefits:\nHeartLine offers a comprehensive benefits package to eligible full-time employees and their eligible family members. Benefits begin the first of the month following 60 days of full-time employment and include:\nMedical, dental, and vision insurance \nHeartLine currently pays 90% of the employee-only premium for the core medical plan\n$30,000 employer-paid basic life insurance\nVoluntary benefits through Mutual of Omaha, including term life, short-term disability, critical illness, hospital indemnity, and accident insurance\n401(k) retirement plan eligibility beginning the first of the month following six months of employment, with a dollar-for-dollar employer match on the first 2% of eligible compensation contributed, subject to a six-year vesting schedule\nEligibility for the Public Service Loan Forgiveness (PSLF) Program as an employee of a qualifying nonprofit organization\nBenefits, eligibility requirements, and employer contributions are subject to change.\nWork Environment:\nThis position is remote upon completion of initial training period. HeartLine reserves the right to revoke remote privileges to provide additional onsite training if performance does not meet HeartLine standards.\nHeartLine supports a comfortable, yet professional work environment. Courtesy, respect, and equitable treatment are expected. Staff members receive support, recognition, and appreciation for jobs well done.\nThe environmental conditions described are representative of those that must be met by an employee to successfully perform the functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Flexible scheduled work week. Some evenings/weekend work required.\nThe above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and required skills. Other duties may be assigned as needed.\nContents may be subject to change to meet the needs of the organization.","description_format":"text","description_chars":5678,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Life insurance","Retirement plans","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Early Childhood Education","Civil Defense"],"lifecycle":[{"event":"open","at":"2026-10-01T15:19:50Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.688,"p_room":0.75,"age_days":22,"expected_fill_days":30,"reasons":["conf:37","win:late"],"computed_at":"2026-10-04T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/unitedwayokc-211-shift-supervisor","json_url":"https://alion.io/job/unitedwayokc-211-shift-supervisor.json","meta":{"generated_at":"2026-10-05T01:00:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1313,"day_limit":5000,"remaining_today":3687,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}