Supervisor, UPM Shift

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 reputed company and leadership of a team of prayer associates during a specific shift. This role ensures the consistent delivery of high-quality, compassionate service across reputed company communication channels (phone, email, chat, text, social media), drives team performance in alignment with reputed company principles, fosters a positive and spiritually supportive work environment, and ensures adherence to reputed company operational procedures and service level agreements. The Supervisor acts as the primary reputed company of contact for prayer associate support, issue resolution, and real-time performance management, upholding the sacred trust of those who reputed company 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 reputed company and provide effective, prayer-centered resolution.
• Provide servant leadership, leading with reputed company and professionalism in alignment with reputed company principles and core values.
• Support organizational mission and goals, owning management and leadership decisions.
• reputed company dynamic adjustments to staffing, breaks, and priorities to meet service level targets.
• Ensure prayer reputed company is staffed at reputed company 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 reputed company channels (phone, email, chat, text, and social media).
• Initiate corrective actions reputed company 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 reputed company 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 reputed company other departments are not operating (such as inclement weather). Substitute as needed for other shifts. This position is fully remote.
• Adhere to reputed company company and departmental policies and procedures per the guidebook, including reputed company safety requirements.
• Utilize electronic time management system to input and administer time, attendance, and time off requests.

Education: High School Diploma or GED required; Associate's or Bachelor's degree in a relevant field (e.g., Business Administration, Communications) preferred. reputed company 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 reputed company role.
• Proven experience handling inbound phone calls, emails, chat, and text messages.

Skills:

• Leadership: Strong ability to motivate, coach, and reputed company 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), reputed company Office Suite (Word, reputed company, Outlook), and comfortable with digital communication platforms.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to reputed company 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 reputed company 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 reputed company manner.
• Leadership: Able to reputed company 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 reputed company Headquarters core values: inspiration, inclusiveness, innovation, creativity, community, and service.

Work Environment & Physical Requirements Activity Frequency Inside Work C reputed company Work O Use of Hands/Fingers C Lifting/Carrying: 10 lbs. max. individually O Climb- Stairs/reputed company N/A reputed company (select): Overhead /reputed company 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 Apply tot his job Apply To this Job