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E00683 – Performance & Development Supervisor

Full-time Position

Contact Center

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Performance and Development Supervisor Job Description

 

Position Overview:

The Performance and Development Supervisor is a member of the Mission Center Leadership Team. The P&D Supervisor is a significant contributor to the education, growth, and development of Mission Center Associates, facilitating goal alignment, onboarding new employees, conducting targeted coaching/training, and contributing to departmental and companywide goals and initiatives. Core duties include but are not limited to management of direct reports, Performance and Development Specialists, monitoring and analyzing performance of "workout groups" to ensure operational benchmarks are achieved or exceeded, collaborating with the training department, identifying new training opportunities, and refining existing training experiences. This role requires direct one-on-one coaching with the Performance and Development Specialists, conducting ad hoc trainings, writing, and administering regular performance feedback and evaluations, coordination and contribution to Mission Center communication and updates, adherence to performance metrics such a low abandonment rate, high conversion rates, staff utilization, and other enterprise goals.

 

Specific Responsibilities:

  • Supports MC departments to achieve census goals for l inpatient facilities and capacity utilization of RCA outpatient/MAT programs
  • uncompromising ethical behavior always
  • Implements coaching strategies and spearheads the development of Performance and Development Specialists
  • Completes a minimum of 4 hours of live listening per month and 4 hours of taking calls per month
  • Remains up to date on required Relias E-Learning and classroom trainings
  • Follows RCA and department-specific policies and procedures
  • Responsible for performance management of newly hired employees and workout group participants, which includes but is not limited to onboarding, continuing education, one on one reviews/scorecards, and updates around departmental changes
  • Liaise with regional leaders to collaborate on process improvement suggestions and opportunities to support team development
  • Oversee and contributes to regular audits on both the treatment advisors and leadership to ensure performance is meeting or exceeding departmental standards
  • Develops and executes continuing education opportunities for treatment advisors in coordination with the training department
  • Contributes to the review, implementation, and change management of mission center processes
  • Conducts regular update meetings with the Director of Training. Supports curriculum and skill development.
  • Provides observations and identifies skill gaps with new and existing Team members. Offers suggestions and input to enhance training curriculum.
  • Provides Regional Leaders with documented progress report of Advisors performance at the completion of the Workout session
  • Develops and implements pre and post workout class assessments that measure Advisor comprehension and mastery of conversion skills.
  • Advances census as evidenced by an increase in Advisor admissions performance pre and post workout. Distributes daily workout metrics packages with summary of Advisor Performance trends to the MC Leadership Team.
  • Actively participates and contributes to MC staff meetings.
  • Contributes to the success of the Mission Center. Supports work activities staffing needs beyond immediate function.

 

 

Education and Experience:

  • Bachelor’s degree or 2+ years minimum of contact/call center experience
  • Excellent verbal and written communication skills
  • Excellent organizational skills. Prioritizes workload and executes against deadlines.
  • Excels in a fast-paced environment. Manages competing tasks and demands.
  • Exceptional analytical and problem-solving skills.
  • Existing knowledge of Microsoft products, including Outlook, Excel, Teams, and OneDrive

 

Preferred:

  • Experience working in a substance abuse facility, Crisis Center, Emergency Room, Triage unit, EMT, or 911 Call Center environment
  • Call Center Operations Experience
  • Experience (professionally or personally) in the treatment of addiction or mental health
  • Excellent interpersonal skills. Comfortable providing constructive feedback to staff. Strong analytical, problem solving, decision-making and time management skills.
  • Experience with Five9 and Dialer technologies
  • Extensive knowledge of Salesforce.com

 

Knowledge/Skills/Abilities:

  • Excellent interpersonal skills. Speaks with candor. Provides regular constructive feedback to staff
  • Strong analytical, problem solving, decision-making and time management skills
  • Makes data informed decisions
  • Inspires and supports people
  • Plans, prioritizes and delegates work appropriately
  • Works independently and within a team
  • Demonstrates composure under pressure
  • Negotiates and overcomes barriers
  • Adapts quickly to change
  • Proficient documentation skills
  • Incredible listening skills
  • Understands and react effectively to the changing needs of families and clients
  • Attention to detail,
  • Excellent communication skills
  • Accurate and fast computer skills
  • Flexible to work weekends and evenings, as the business needs require

 

Competencies:

Leadership: Effective at building support and promoting success in a team-centered environment which functions using a shared vision.

Customer Service: Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer within the resources that can be made available.

Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, and is in command of critical issues.

Integrity: Upholds personal and professional ethics and values, considering the values of the organization and respecting the culture, beliefs, and abilities of individuals.

deal with difficult people: Responds effectively to difficult customer behavior. Acts with diplomacy and tact, diffuses anger, creates rapport, and influences behavior.

Resilience: Manages stressful and adverse situations, resilient – rebounds quickly, learns from experience.

 

Work Environment: Works in a professional office setting and is sitting most of the day. Works independently, and within a team.

Physical Demands: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

Travel: Minimal to Moderate Travel Required

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