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Requisition Number 18-0052
Post Date 7/11/2018
Title Supv, SUPM
City Unity Village
State MO

Position Summary: Responsible to supervise the department operation and the operating staff of the department. Guide and coach Associates to achieve the Silent Unity Mission: To Pray with All Who Ask for Prayer and to assist to achieve the strategic goal of answering 95% of inbound calls. This position is designated as bilingual and requires fluency in both Spanish and English.

Competency Statement(s):
Leadership: Able to provide assertive direction, employee motivation and model best practices.
Performance Management: Able to provide on-going support and resources to staff. Able to establish performance goals and coach individual employee to successful results.
Professionalism: Able to demonstrate commitment to the position and accepts responsibility for personal actions.
Values: Able to demonstrate Unity core valued which are, honesty, trust, excellence, integrity and respect.

Education: Minimum High School Diploma or GED equivalent. Two years college credits preferred.

• Minimum 2 years progressive experience managing people and functions.
• Minimum 1 year experience working on the Telephone Prayer Ministry phone lines or a strong Unity background and willingness to attend the required Telephone Prayer Ministry training class.
• Experience monitoring and coaching individual performance in a call center or similar service environment.
• Excellent organizational and time management skills.
• Demonstrated ability to set priorities.
• Established experience representing critical problem solving and assertive decision making.
• High degree of professionalism and experience interacting with leaders of all levels within an organization.
• Demonstrated effective verbal and written communication skills. Must demonstrate ability to read, write and speak in both Spanish and English fluently.
• Excellent interpersonal skills in alignment with the Unity Management Principles and Unity teachings.

Computer Skills: Proficient user of MS Office including Word, Excel, and Outlook. Demonstrated experience in managing software upgrades and change in technology. Call center database software experience preferred but not required.

Certificates & Licenses: 2 completed Spiritual Enrichment and Education (SEE) courses is preferred.

Other Requirements:

Essential Job Functions:
1. (functions essential to the job) Regular Attendance
2. Adhere to all company policies and procedures including all safety guidelines
3. Utilize electronic time management system to input and approve time and attendance of staff.
4. Interview, hire, direct discipline and train Telephone Prayer Ministry Staff. Monitor calls and performance expectations. Coach and develop staff. Conduct on-going performance evaluations with each employee assigned to the supervisor’s shift.
5. Manage schedule changes and adherence, respond to management or employee requests and interact with other departments in support of the organizational mission and goals.
6. In conjunction with Director, Identify best practices and system improvements within department and staff operations.

Non-Essential Job Functions:
(Functions specific to an individual position)
1. Participate in staff meetings and back up the functions of the Director, as requested.
2. Create reports or statistical information, as required.
3. Manage accelerated calls or requests to speak with a supervisor and respond appropriately, as required.

Physical/Mental Requirements:
N/A Not Applicable Activity - Not applicable to this occupation
O Occasionally Position requires this activity up to 33% of the time (02.5+ hrs/day)
F Frequently Position requires this activity up to 33% of the time (02.5-5.5+hrs/day)
C Constantly Position requires this activity more than 66% of the time (5.5+ hrs/day)

C Inside Work
N/A Outside Work
N/A Excessive Noise
C Sitting/Workstation
C Use of Hands/Fingers
N/A Climb - Stairs/Ladders
N/A Lifting ___Min/Max lbs.
N/A Traveling
N/A Exposure to Hazards
F Read/See
N/A Exposure to Temperatures
F Talk/Communicate
O Standing/Walking
N/A Taste/Smell
O Stoop/Kneel/Crouch/Crawl
N/A Operate Equipment/Company Vehicles
C Operate Computers
C (List Equipment Type):
Call Center scheduling software, telephone, fax, copier and other office equipment

Work Environment: Office Environment

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An Equal Opportunity Employer