{"id":1486584,"url":"https://alion.io/job/unity-supervisor-upm-shift","title":"Supervisor, UPM Shift","company":{"id":1940086,"name":"Unity","domain":"unity.org","url":"https://alion.io/company/unity-org","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paycom","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":63000,"max_usd":125000,"period":"year","method":"global_role_seniority_cell","sample_n":2457},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-29T23:32:45Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-09-30T09:16:25Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Available Shifts:\nWednesday - Saturday 5:30am-3:00pm\nPosition Summary: The UPM Shift Supervisor is responsible for the day-to-day operational oversight and leadership of a team of prayer associates during a specific shift. This role ensures the consistent delivery of high-quality, compassionate service across all communication channels (phone, email, chat, text, social media), drives team performance in alignment with Unity principles, fosters a positive and spiritually supportive work environment, and ensures adherence to all operational procedures and service level agreements. The Supervisor acts as the primary point of contact for prayer associate support, issue resolution, and real-time performance management, upholding the sacred trust of those who reach out in prayer.\nEssential Job Functions: \nProvide real-time guidance, support, and motivation to prayer associates/agents.\nEnsure high performance and service consistency by utilizing key performance indicators (KPIs) such as average handle time, adherence, handle time, and prayer experience ratings.\nFoster a positive, collaborative, and spiritually uplifting team culture that supports high-performance and associates’ well-being through developing and maintaining individual and team rapport. \nConduct regular 1:1 coaching sessions to review performance, provide constructive feedback, and identify development opportunities in collaboration with the Prayer Experience Analysts, Training Supervisor and senior leadership.\nParticipate in team meetings, facilitate small group huddles to communicate updates in alignment with senior leadership, share best practices, and reinforce training.\nHandle escalated constituent interactions with empathy and provide effective, prayer-centered resolution.\nProvide servant leadership, leading with integrity and professionalism in alignment with Unity principles and core values. \nSupport organizational mission and goals, owning management and leadership decisions.\nMake dynamic adjustments to staffing, breaks, and priorities to meet service level targets.\nEnsure prayer vigil is staffed at all times, and prayer associates adhere to schedules, policies, and procedures.\nReview prayer associate performance data (e.g., talk time/handle time, adherence, PEA/quality scores) and provide direct, timely feedback about performance expectations. \nMonitor real-time contact center queues, service levels, and prayer associate states across all channels (phone, email, chat, text, and social media).\nInitiate corrective actions when required in consultation with Manager and People Support.\nIdentify and report system issues, process inefficiencies, or recurring constituent concerns to management.\nCollaborate with Prayer Experience Analysts to monitor agent interactions (calls, emails, chats, texts) and provide immediate feedback.\nSupport the training team in onboarding new agents and delivering ongoing training modules.\nComplete daily, weekly, and monthly performance reports for the assigned shift.\nMaintain accurate records of prayer associate performance, coaching sessions, and disciplinary actions.\nAssist with scheduling adjustments and time-off requests as per policy.\nEnsure compliance with all company policies and regulatory requirements.\nConduct business successfully by means of computer technology, as required.\nDemonstrate regular and reliable attendance, adhering to assigned schedule. As a department defined as “essential personnel”, UPM may be required to work the scheduled shift during instances when other departments are not operating (such as inclement weather). Substitute as needed for other shifts. This position is fully remote.\nAdhere to all company and departmental policies and procedures per the guidebook, including all safety requirements.\nUtilize electronic time management system to input and administer time, attendance, and time off requests.\nQualifications\nEducation: High School Diploma or GED required; Associate's or Bachelor's degree in a relevant field (e.g., Business Administration, Communications) preferred. Related work experience accepted in lieu of a degree with be considered.\nExperience:\nMinimum of 2-3 years of experience in a high-volume contact center environment.\nMinimum of 4 years of experience in a leadership, supervisory, or team lead role.\nProven experience handling inbound phone calls, emails, chat, and text messages.\nSkills:\nLeadership: Strong ability to motivate, coach, and develop a team.\nCommunication: Excellent verbal and written communication skills, with the ability to provide clear and concise feedback.\n Technical Proficiency: Proficient in contact center software (ACD, CRM, WFM tools), Microsoft Office Suite (Word, Excel, Outlook), and comfortable with digital communication platforms.\nProblem-Solving: Strong analytical and problem-solving skills, with the ability to make quick, effective decisions under pressure.\nCustomer Service: Deep understanding of customer service principles and best practices.\nAdaptability: Ability to adapt to a fast-paced, dynamic environment and manage multiple priorities.\nOrganizational Skills: Strong organizational and time management abilities.\nCompetencies:\nCulture of Service: Able to support a positive team environment in which members participate, respect, and cooperate with each other to achieve desired results.\nProfessionalism and Accountability: Able to demonstrate commitment to the position and accept responsibility for personal actions. Able to manage conflict in a professional and calm manner.\nLeadership: Able to make supervisory decisions, based on real-time needs, in the absence of managerial support.\nConfidentiality: Able to maintain confidentiality in accordance with HIPAA and departmental guidelines.\nValues: Demonstrate Unity Headquarters core values: inspiration, inclusiveness, innovation, creativity, community, and service\nWork Environment & Physical Requirements\n\nActivity\n\nFrequency\n\nInside Work\n\nC\n\nOutside Work\n\nO\n\nUse of Hands/Fingers\n\nC\n\nLifting/Carrying: 10 lbs. max. individually\n\nO\n\nClimb- Stairs/Ladders\n\nN/A\n\nReach (select): Overhead /Forward\n\nN/A\n\nSitting/Workstation\n\nF\n\nTraveling\n\nN/A\n\nExposure to Hazards\n\nN/A\n\nExcessive Noise\n\nN/A\n\nExposure to Temperatures\n\nN/A\n\nOperate Computer\n\nC\n\nTalk/Communicate\n\nC\n\nOperate Company Vehicles\n\nN/A\n\nTaste/Smell:\n\nN/A\n\nStanding/Walking\n\nF\n\nStoop/Kneel/Crouch/Crawl\n\nN/A\n\nRead/See/Hear\n\nC\n\nOperating Equipment: Telephone system, headset, calculator, copier, call center scheduling software, other office equipment.\n\nC\n\nOther Equipment\n\nN/A\n\nPersonal Protection Equipment:\n\nN/A\n\nN/A Not Applicable Activity - Not applicable to this occupation\nO Occasionally Position requires this activity up to 0-27% of the time (02.5 or < hrs/day)\nF Frequently Position requires this activity up to 27-61% of the time (02.5-5.5 hrs/day)\nC Constantly Position requires this activity up to 61-100% of the time (5.5+ hrs/day)\n\nAdditional Information\nWork Environment: Remote\nAcknowledgment\nPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.","description_format":"text","description_chars":7251,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-29T23:32:45Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["conf:20","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/unity-supervisor-upm-shift","json_url":"https://alion.io/job/unity-supervisor-upm-shift.json","meta":{"generated_at":"2026-10-02T03:16:48Z","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":4476,"day_limit":5000,"remaining_today":524,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}