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.