CapTel Supervisor
Summary
Title:CapTel Supervisor
ID:1694-LA
Location:Baton Rouge, Louisiana
Application Deadline:07/19/2018
Description
Reports to:  Relay Center Manager / Senior Supervisor

Position summary:  Supervises, trains, and evaluates CapTel Relay floor staff.  Supervisors are responsible for providing leadership and guidance to Relay CapTel floor staff.

Essential functions:
• Supervise, monitor, and formally evaluate assigned CapTel Relay floor staff job performance by tracking accuracy and speed requirements, policy adherence, productivity, and attendance.
• Ensures CapTel relay floor staff’s compliance with Hamilton policies and procedures.
• Provides feedback to the trainer on issues needing greater attention during training processes.
• Assists with training of new CAs and provides guidance and assistance to trainer.
• Assists with on-going training of CAs regarding technical and/or procedural changes.
• Provides supervision along with mentoring and professional development for team and Lead Captioning Assistants.
• Performs daily monitoring of Captioning Assistant calls with direct feedback and counseling for improvement if needed.
• Provides direct supervision to Captioning Assistants when resolving difficult or unusual call situations.
• Develops and conducts performance based evaluations of Captioning Assistants.
• Attends and makes presentations at Relay related meetings. Supports company and center-wide group activities.
• Coordinates and manages Captioning Assistant’s work schedules, and monitors and reports staffing efficiency to the Command Center.
• Gains and maintains a strong understanding of all relay related information relevant to Captioning Assistants.
• Maintains confidentiality of any information obtained regarding personnel, procedures, and technology.
• Provides continuous feedback to CapTel Relay floor staff regarding job performance.
• Maintains a positive work environment by 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 reports 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, weekends and holidays.
• Performs similar work related duties as assigned.
• Acts as a Captioning Assistant when needed.

Preferred education, experience, and skills:
• High school diploma or equivalent is required.
• Previous supervisory experience preferred.
• Maintains Captioning Assistant requirements.
• Experience working with the hard of hearing community or relay experience is desirable.
• Possess written and oral communications 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.
This opening is closed and is no longer accepting applications
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