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Team Lead, Contact Center (Evening/Weekend Shift)

Job Location

Chicago, IL

General Summary

The team lead/supervisor/manager assists in the management of operations, people, processes, technology and resources within the Contact Center. The Team Lead is directly responsible for staff supervision, training, scheduling, clinical supervision and quality monitoring. Work schedule will include weekday evening shifts and weekend shifts.

Essential Job Functions

Operations:
- Manage daily activities of the Contact Center.
- Schedule appropriately to support the 24/7 services.

Supervision and staff development:
- Supervise, train and monitor staff.
- Ensure the development of staff skills, quality and performance through individual coaching and group learning opportunities.

Clinical supervision:
- Provide clinical supervision for complex cases (e.g. Adult Protective Services reporting, safety and suicide assessment skills). 
- Assist staff in the development of active listening, triage and problem solving skills.
- Conduct the monthly case review meetings with chapters and Contact Center staff.

Customer service:
- Assure quality interactions with customers.
- Coordinate customer service with the chapters including addressing questions, problems and other issues.

Minimum Requirements

- Master's degree in Social Work or related field required; State clinical licensure preferred.
- 3 years management experience.
- Experience with call centers, customer service or telephone work preferred.

Click here to apply

Or mail resume and cover letter to:

Send resume to:
Alzheimer's Association, National Office
225 N. Michigan Ave, Suite 1700
Chicago, IL 60601

We are an Affirmative Action, Equal Opportunity Employer and we appreciate your interest in the Alzheimer's Association.

 

 

 

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Alzheimer's Association

Our vision is a world without Alzheimer's
Formed in 1980, the Alzheimer's Association is the world's leading voluntary health organization in Alzheimer's care, support and research.