Supervisor, UPM Shift
Description
Schedule Options:
Days
- Sunday - Wednesday 5:30am-3:00pm
- Wednesday - Saturday 5:30am-3:00pm
Mid-shift
- Monday - Thursday 11:00am-8:30pm
Evenings
- Sunday - Wednesday 3:00pm-12:30am
- Wednesday - Saturday 3:00pm-12:30am
Overnight
- Monday - Thursday 10:00pm-7:30am
PART TIME
- Friday - Sunday 11:00am-8:30pm
Position Summary: The UPM Shift Supervisor is responsible for the day-to-day operational oversight and leadership of a team of prayer associates during a specific shift. This role ensures the consistent delivery of high-quality, compassionate service across all communication channels (phone, email, chat, text, social media), drives team performance in alignment with Unity principles, fosters a positive and spiritually supportive work environment, and ensures adherence to all operational procedures and service level agreements. The Supervisor acts as the primary point of contact for prayer associate support, issue resolution, and real-time performance management, upholding the sacred trust of those who reach out in prayer.
Essential Job Functions:
- Provide real-time guidance, support, and motivation to prayer associates/agents.
- Ensure high performance and service consistency by utilizing key performance indicators (KPIs) such as average handle time, adherence, handle time, and prayer experience ratings.
- Foster a positive, collaborative, and spiritually uplifting team culture that supports high-performance and associates’ well-being through developing and maintaining individual and team rapport.
- Conduct regular 1:1 coaching sessions to review performance, provide constructive feedback, and identify development opportunities in collaboration with the Prayer Experience Analysts, Training Supervisor and senior leadership.
- Participate in team meetings, facilitate small group huddles to communicate updates in alignment with senior leadership, share best practices, and reinforce training.
- Handle escalated constituent interactions with empathy and provide effective, prayer-centered resolution.
- Provide servant leadership, leading with integrity and professionalism in alignment with Unity principles and core values.
- Support organizational mission and goals, owning management and leadership decisions.
- Make dynamic adjustments to staffing, breaks, and priorities to meet service level targets.
- Ensure prayer vigil is staffed at all times, and prayer associates adhere to schedules, policies, and procedures.
- Review prayer associate performance data (e.g., talk time/handle time, adherence, PEA/quality scores) and provide direct, timely feedback about performance expectations.
- Monitor real-time contact center queues, service levels, and prayer associate states across all channels (phone, email, chat, text, and social media).
- Initiate corrective actions when required in consultation with Manager and People Support.
- Identify and report system issues, process inefficiencies, or recurring constituent concerns to management.
- Collaborate with Prayer Experience Analysts to monitor agent interactions (calls, emails, chats, texts) and provide immediate feedback.
- Support the training team in onboarding new agents and delivering ongoing training modules.
- Complete daily, weekly, and monthly performance reports for the assigned shift.
- Maintain accurate records of prayer associate performance, coaching sessions, and disciplinary actions.
- Assist with scheduling adjustments and time-off requests as per policy.
- Ensure compliance with all company policies and regulatory requirements.
- Conduct business successfully by means of computer technology, as required.
- Demonstrate regular and reliable attendance, adhering to assigned schedule. As a department defined as “essential personnel”, UPM may be required to work the scheduled shift during instances when other departments are not operating (such as inclement weather). Substitute as needed for other shifts. This position is fully remote.
- Adhere to all company and departmental policies and procedures per the guidebook, including all safety requirements.
- Utilize electronic time management system to input and administer time, attendance, and time off requests.
Qualifications
Education: High School Diploma or GED required; Associate's or Bachelor's degree in a relevant field (e.g., Business Administration, Communications) preferred. Related work experience accepted in lieu of a degree with be considered.
?Experience:
- Minimum of 2-3 years of experience in a high-volume contact center environment.
- Minimum of 4 years of experience in a leadership, supervisory, or team lead role.
- Proven experience handling inbound phone calls, emails, chat, and text messages.
Skills:
- Leadership: Strong ability to motivate, coach, and develop a team.
- Communication: Excellent verbal and written communication skills, with the ability to provide clear and concise feedback.
- Technical Proficiency: Proficient in contact center software (ACD, CRM, WFM tools), Microsoft Office Suite (Word, Excel, Outlook), and comfortable with digital communication platforms.
- Problem-Solving: Strong analytical and problem-solving skills, with the ability to make quick, effective decisions under pressure.
- Customer Service: Deep understanding of customer service principles and best practices.
- Adaptability: Ability to adapt to a fast-paced, dynamic environment and manage multiple priorities.
- Organizational Skills: Strong organizational and time management abilities.
Competencies:
- Culture of Service: Able to support a positive team environment in which members participate, respect, and cooperate with each other to achieve desired results.
- Professionalism and Accountability: Able to demonstrate commitment to the position and accept responsibility for personal actions. Able to manage conflict in a professional and calm manner.
- Leadership: Able to make supervisory decisions, based on real-time needs, in the absence of managerial support.
- Confidentiality: Able to maintain confidentiality in accordance with HIPAA and departmental guidelines.
- Values: Demonstrate Unity Headquarters core values: inspiration, inclusiveness, innovation, creativity, community, and service.
Work Environment & Physical Requirements
|
Activity |
Frequency |
|
Inside Work |
C |
|
Outside Work |
O |
|
Use of Hands/Fingers |
C |
|
Lifting/Carrying: 10 lbs. max. individually |
O |
|
Climb- Stairs/Ladders |
N/A |
|
Reach (select): Overhead /Forward |
N/A |
|
Sitting/Workstation |
F |
|
Traveling |
N/A |
|
Exposure to Hazards |
N/A |
|
Excessive Noise |
N/A |
|
Exposure to Temperatures |
N/A |
|
Operate Computer |
C |
|
Talk/Communicate |
C |
|
Operate Company Vehicles |
N/A |
|
Taste/Smell: |
N/A |
|
Standing/Walking |
F |
|
Stoop/Kneel/Crouch/Crawl |
N/A |
|
Read/See/Hear |
C |
|
Operating Equipment: Telephone system, headset, calculator, copier, call center scheduling software, other office equipment. |
C |
|
Other Equipment |
N/A |
|
Personal Protection Equipment: |
N/A |
|
N/A Not Applicable Activity - Not applicable to this occupation O Occasionally Position requires this activity up to 0-27% of the time (02.5 or < hrs/day) F Frequently Position requires this activity up to 27-61% of the time (02.5-5.5 hrs/day) C Constantly Position requires this activity up to 61-100% of the time (5.5+ hrs/day) |
|
Additional Information
Work Environment: Remote
Acknowledgment
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
