New York, NY
Manage supervisor documentation and communication around counselor performance as well as shift details. Ensure compliance of shift supervisors with biweekly individual supervision requirements. Work with program senior leadership to ensure efficient dissemination of all policy and program changes, and assist with implementation of new programs. Collaborate with training, operations, and quality improvement department to ensure superior clinical services. Ensure completion of call monitoring for quality improvement and training purposes
Coordinate and manage regular communications with internal and external partners relevant to program. Recommend program design modifications as needed to ensure program supports innovations in mental health.
Supports contact center human resource objectives by participating in the recruitment of Clinical Supervisor(s) and Counselor(s)
Maintain responsibility for meeting service levels and ensure efficient operations during all shifts.
Answer hotline calls as necessary to maintain service levels during call volume surges, staffing shortages, and/or when otherwise needed to maintain service levels.