CapTel Supervisor - Day Flex
Summary
| Title: | CapTel Supervisor - Day Flex |
|---|---|
| ID: | 3901 |
| Company: | Hamilton Relay |
| Location: | Any call center location |
| Application Deadline: | Open until filled |
Description
Position summary: Supervises, trains, and evaluates Relay Captioning Assistants and Lead Captioning Assistants. Supervisors are responsible for providing leadership and guidance to relay CapTel staff. Works scheduled shifts and is flexible to work a variety of shifts either in-center or remotely.
Essential functions:
Other responsibilities:
Preferred education, experience, and skills:
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. Carries out job duties with minimal supervision and maintains a positive work environment by providing daily support and assistance.
- Ensures CapTel Captioning Assistants compliance with Hamilton policies and procedures.
- Provides feedback and assists the trainer with on-going quality training for new and experienced Captioning Assistants.
- Assists with on-going training of Captioning Assistants 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.
- Attends and makes presentations at Relay related meetings. Supports company and relay initiatives.
- Coordinates schedule change requests/adjustments for Captioning Assistant’s work schedules, and monitors and reports staffing efficiency to the Staffing Team.
- 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.
- Monitors compliance with state and federal guidelines related to relay service performance standards.
- Performs Lead Captioning Assistant/Captioning assistant responsibilities as needed.
- Performs similar work-related duties as assigned.
- Remains in compliance with Captioning Assistant requirements
- High school diploma or equivalent is required.
- Previous supervisory experience preferred.
- 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.
