Supervisor, Information & Referral - USAging
USAging
USAging is seeking a Supervisor, Information & Referral to support the daily operations of the Eldercare Locator, a nationwide service connecting older adults, people with disabilities, caregivers, and families with local resources.
Responsibilities include supervising Information & Referral Specialists who respond to inquiries by phone, chat, text, voicemail, and email. The Supervisor will lead evening-shift operations, coordinate staff coverage and workloads, monitor schedule adherence and contact metrics, and provide ongoing supervision, coaching, evaluation, and training.
The Supervisor will also lead the onboarding of new specialists, ensuring they understand procedures and resources and are prepared to work independently. This position will respond to calls as needed and collaborate with Eldercare Locator leadership on performance goals, staffing concerns, escalations, and operational updates.
The ideal candidate will be a supportive and effective leader who can manage a team in a high-volume, fast-paced contact center. Candidates should have strong communication, interpersonal, decision-making, problem-solving, training, team-building, and organizational skills. Proficiency with Excel, reporting, analytics, contact center technology, and basic systems troubleshooting is also important.
A bachelor’s degree in a human services-related field and two to three years of relevant experience, preferably in aging or disability services, are required. Candidates must also have at least one year of call center or customer service experience and demonstrated supervisory or team leadership experience. Experience with staff training, onboarding, and public speaking is required. Bilingual fluency in English and Spanish is preferred.
This full-time position is based in USAging’s Washington, DC, office and works the evening shift from 1:00 p.m. to 9:00 p.m. The salary range is $54,384 to $66,000.
Applicants must submit a cover letter, resume, and salary requirements. The position will remain open until filled.