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2-1-1 Contact Center Supervisor

Denver, CO

Relocation expenses: Paid

Full time

Published on 15 Feb 2019

Expires on 15 Feb 2019

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2-1-1 Contact Center Supervisor


2-1-1 Contact Center Supervisor 




Working side-by-side with the community, Mile High United Way takes on the biggest, most complex issues facing Metro Denver. Our united approach changes the odds for the children, families, and individuals in our community, and moves them out of poverty. We do this because we believe every child has the right to a safe and stimulating place to learn, and that when every youth in Metro Denver graduates prepared for a career or college, our community is stronger. We also know that when people don't have their most basic needs met, longer-term goals, like finding financial stability, are out of reach. And when we work together, we make a lasting, sustainable impact on our community.



Mile High United Way is seeking an agile leader to support supervision within the 2-1-1 Help Center. Each year, the 2-1-1 Help Center receives tens of thousands of requests for help connecting to community resources. In addition, the 2-1-1 Help Center is continuously introducing new initiatives and partnerships that require creative approaches and contributions to solving complex problems.  This person will play various roles in order to support a staff of Community Resource Navigators & Specialists and ensure community partners, clients, and customers are supported with the highest level of care, compassion, and professionalism.   


  • Responsible for employee performance management processes including recruiting, orienting, training, coaching, and monitoring individual performance objectives and contributions to meet department standards
  • Responsible for the development, implementation, maintenance, and recommendation of standard operating procedures (SOPs) for the Department's contact handling processes to ensure completeness, accuracy and consistency of service delivery, standards, and staff performance
  • Develops, implements and maintains a highly efficient and comprehensive orientation and regular training program for staff that assures the contact center performance criteria and standards are consistently met
  • Coordinates staff scheduling to ensure appropriate coverage and quality of telephone, live chats, texts, emails and walk-in assistance to clients
  • Serve as the contact center point of contact for assigned partnerships which includes initializing and implementing new initiatives, project proposals, staffing needs, preliminary schedules, and liaison responsibilities


  • Conduct regular duties of Community Resource Navigator and resolve escalated client concerns on an as needed basis
  • Work within deadlines to complete assigned projects and new initiatives in a quality and timely manner
  • In the event of a disaster, Contact Center Supervisor must be available to manage crisis response activities on week nights and/or weekends. Required to work remotely when needed (i.e. times of building closure and/or disaster response lead)



  • Minimum of 3 years of direct relevant experience required
  • Supervisory experience required


  • Excellent organization skills, well-developed verbal and written communication skills, and the ability to effectively deal with complex issues
  • Ability to work with a wide variety of clients experiencing a multitude of issues and diffuse difficult situations
  • Maintains a high degree of professionalism and reliability within areas of responsibility by providing leadership, direction, motivation, and training
  • Ability to work independently
  • Active Listening and Crisis Intervention Skills
  • Knowledge of the Human Services Delivery System in Metro Denver preferred
  • Must be willing and able to meet AIRS certifications standards within six (6) months of becoming eligible
  • Demonstrated ability to operate a computer for extended periods of time and access to personal transportation


  • Typical office environment
  • Operates a computer for extended periods of time

TO APPLY -  Please visit Mile High United Way Career Opportunties


This posting is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Mile High United Way is an Equal Opportunity/Affirmative Action Employer.  As an Equal Opportunity Employer, we do not discriminate on the basis of age, race, sex, sexual orientation, gender identity, gender expression, color, religion, national origin, disability, genetic information, or any other status protected by federal, state or local law.

We will endeavor to make reasonable accommodations for otherwise qualified applicants who have disabilities which hinder their ability to complete the application process.  Please contact us to request accommodation in the application process.

We use e-Verify to verify the identity and employment eligibility of all persons hired to work.


For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.