Disability Hub MN Supervisor
Location
United States
Posted
42 days ago
Salary
$57.4K - $67.5K / year
Seniority
Mid Level
No structured requirement data.
Job Description
Disability Hub MN Supervisor
DIRECT INTERACTIONS INC
Job DetailsJob Location: Minnesota, MN 55101Position Type: Full TimeSalary Range: $57,375.00 - $67,500.00 Salary/yearHeadquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. About the Position The Disability Hub MN Supervisor is responsible for supporting daily Hub operations and directly managing a team of Disability Hub staff. This role ensures staff deliver services in alignment with the organization’s mission, vision, and values while maintaining high standards of performance and customer service. The Supervisor monitors schedule adherence and staffing coverage, makes real-time operational adjustments to meet performance goals, and provides immediate coaching and support to staff. This position plays a critical role in maintaining service quality, troubleshooting technology and systems issues, and fostering a positive and engaging team environment. What’s Next? To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response. Requirements Manage and direct daily activities of Options Counselors (OCs) and support staff, ensuring schedules, coverage, and resources meet operational needs. Oversee staff performance, implement development and training plans, and provide ongoing coaching. Develop and implement strategies to improve staff retention, morale and engagement. Support recruitment, hiring, and promotion, including identifying key competencies, participating in interviews, and onboarding new staff with technology and training access. Monitor real-time operations and provide direct support to staff as needed. Provide direct services in the contact center when necessary to maintain consistent, high-quality customer service. Track and monitor performance metrics, contact management tools, and ensure timely resolution of customer complaints. Motivate and support staff through positive communication, constructive feedback, and recognition initiatives. Collaborate with Hub Management, Supervisors, and Directors to identify training needs, implement best practices, and improve systems and processes. Demonstrated ability to manage multiple priorities in a fast-paced environment and exercise sound judgment. Strong problem-solving skills, technology proficiency (Microsoft Office and web-based systems), and ability to troubleshoot technical and operational challenges. Excellent verbal and written communication skills and commitment to diversity, equity, inclusion, and disability rights principles. Additional Requirements Certificates and License expectations: Complete Disability HUB Pre-Service Training within first 6 months of employment. Complete Person-Centered Thinking Training within first 6 months of employment. Additional certifications as required by Disability Hub MN leadership. Qualifications Must reside in Minnesota. Bachelor’s degree in a social services or related field. Employment is contingent upon successful completion of a criminal background check and education verification. Minimum of 2 years of supervisory and/or leadership experience. Experience supervising remote sites a plus. Minimum of 2 years of experience working in call/contact center in the health care, health insurance or closely related industry. Experience in an Operations role - including the ability to improve. processes and workflows. Previous experience in disability, public benefits, or long-term care systems a plus. Qualifications
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