Reports to:  Relay Center Manager/Senior Supervisor

Position summary:  Supervises, trains, and evaluates Relay Communication Assistants and Lead Support Staff.  Promotes and monitors customer service quality.

Essential functions:

• Supervise, monitor, and formally evaluate assigned relay floor staff job performance by tracking typing accuracy and speed requirements, policy adherence, productivity, and attendance.
• Coaches others on the use of computer work stations used to relay conversations, including call routing related to the end user’s carrier of choice.
• Ensures Operator/Communication Assistant’s compliance with Hamilton policies and procedures related to processing telephone calls, deaf culture, and all communication modes.
• Provides feedback and assists the trainer with on-going quality training for new and experienced Operators/Communication Assistants.
• Provides supervision along with mentoring and professional development for team and Lead Communication Assistants.
• Performs structured monitoring of Relay Operator/Communication Assistant calls with direct feedback and counseling for improvement if needed.
• Acts as direct supervisor to Operator/Communication Assistants when resolving difficult or unusual call situations.
• Aids in providing consumer training and public awareness related to Relay Service activities through customer service.  Responds to customer questions and resolves complaints regarding service.
• Attends and makes presentations at internal meetings.  Supports company-wide and center-wide group activities.
• Develops and conducts performance based evaluations of Relay Operator/Communication Assistants.
• Coordinates and manages Communication Assistant’s work schedules, and monitors and reports staffing efficiency to the Command Center.
• Maintains confidentiality of any information obtained regarding personnel, procedures, and technology.
• Provides continuous feedback to Relay floor staff regarding job performance.
• Maintains a positive work environment my providing daily support and assistance.
• Monitors compliance with state and federal guidelines related to Relay Service Performance Standards.
• Designs and implements plans related to increasing relay service’s quality and customer satisfaction.
• Monitors and provides assistance regarding technical issues on calls and report issues to appropriate staff.

Other responsibilities: 

• Carries out job duties with minimal supervision.
• Regular attendance that is punctual and dependable is required.
• Work a variety of shifts that may include evenings, nights, weekends and holidays.
• Performs similar work related duties as assigned.
• Acts as relay communication assistant when needed.

Preferred education, experience, and skills:

• High School diploma or equivalent is required.
• Previous supervisory experience preferred.
• Maintains Relay Communication Assistant requirements.
• Possesses good written and oral communication skills.
• Ability to read, writes, speak, and understand English well.
• Positive attitude and compliance with company policies.
• Computer experience with knowledge of Microsoft Suite products preferred.
• Must have sufficient speech and hearing skills.