RTA Supervisor

Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health's groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Overview: The Real Time Adherence (a.k.a. RTA supervisor) Supervisor is responsible for monitoring, maintaining and updating all counselor adherence performance metrics and contractual client service level metrics. They will actively implement strategies and initiatives to enable the clinical programs within the Here2Help contact center to achieve their counselor adherence and contractual objectives. Additionally, the RTA supervisor will be required to understand the key business objectives, timeframes, and requirements associated with each workforce goal to effectively partner with WFM on trend analysis, forecasting and schedule adjustments as required. The RTA supervisor must be a Strategic planner, project management driven, results oriented, possess a strong business acumen, strategic thinker, and enthusiastic person.

Duties/Responsibilities:

• RTA supervisor is responsible for monitoring counselor schedules as they are published to ensure they are in adherence.
• The RTA supervisor will confirm that clinical counselor's start their shifts on time, receive and return from breaks on time, work entire shifts and do not have unapproved leave early occurrences, no call no shows or other unapproved absences.
• The RTA Supervisor shall meet with clinical counselors on a regular basis as required (daily, weekly and monthly) to review their adherence and discuss any adherence occurrences.
• As required, the RTA supervisor will administer verbal and written occurrence documentation to clinical counselors as documented in the attendance policy.
• The RTA supervisor is charged with supporting and guiding clinical counselors on methods to improve any adherence challenges that have occurred and acknowledge improvements in adherence performance.
• The RTA supervisor will also monitor call volume, counselor occupancy, counselor average call handle time and other components of the overall operational workflow in conjunction with the workforce management team. Performance results will be shared with the clinical teams and quality management to ensure calls, text and chats are handled within the appropriate clinical timeframes based on the clinical workflows.
• Provide analytical support and recommendations to staffing resources such as operations, workforce, quality and clinical leadership to meet objectives such as service levels, occupancy, and other specified contact center goals and objectives, based on real time and historical reports.
• Regularly attend relevant meetings (Management/Staff Meeting) to ensure keeping up to date with changes in the contact center.
• Ensures all employees receive the appropriate training and education, including program/software trainings.
• RTA supervisor team has shared responsibility for meeting the adherence performance indicators/metrics using reporting tools and techniques specific to WFM and Operations functions. RTA supervisors share responsibility related to meeting team productivity goals and quality goals.
• Evaluate department processes.
• Recommend and coordinate needed changes based on process analysis.
• Communicate with managers and other business partners.
• Establish metrics for success, set clear daily staffing and scheduling priorities, and support the team to meet goals.
• Manage day-to-day operations, processes, and reporting in real time. (Maintain scheduling adherence and consistencies for counselors i.e., absenteeism, attrition, breaks, lunches, time off, vacations, outages, etc.).
• Communicate staffing and scheduling problems clearly and collaborate with direct reports/business partners that issues will be resolved quickly with a minimum of long-term impact.

Required Skills/Abilities:

• Knowledge of Call Center management best practices.
• Ability to supervise counselors in a respectful, educational, and uplifting manner in an effort to guide your teams and ensure adherence success and improve adverse behaviors as needed.
• Strong Functional analytical skills (Tracking, Trending and Interpreting results).
• Strong Forecasting ability (including Call, Chat and Text).
• Process Improvement skills in a call center environment.
• Ability to create well organized, accurate, and concise material and work documentation for organizational use.
• Strong knowledge of Microsoft applications including Outlook, Excel with the ability to create and maintain databases.
• Strong hands-on knowledge of workforce management tools and the ability to maintain them.
• Knowledge of Word, PowerPoint, Excel and the ability to use them to present to both internal and external contacts.
• Balance multiple priorities with little or no direction.
• Ability to lead and partner successfully with staff and chain of command.
• Strong leadership skills and business acumen.

Required Qualifications:

• BA/BS degree or equivalent experience required.
• 2 to 4 years prior experience in a Call Center Operations environment.
• Relevant functional Operational & Workforce Management Experience (both hands on and theoretical).
• Experience using Call Management System software such as Genesys required.

Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks' vacation, plum benefits, etc.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who come from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

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