General Summary

POSITION PURPOSE:
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: weekends, 2nd shift weekdays, with 2 consecutive days off.

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.
- 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

- Bachelor's degree required. Master's degree in social work or related field preferred.
- Appropriate clinical experience may substitute for Master's degree.
- Minimum 2 years management experience.
- Experience with call centers, customer service or telephone work preferred.

Click here to apply (preferred method)

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.