NJ 211 is a non-profit and nationally accredited information and referral service that began in 2002 when the United Ways of New Jersey spearheaded efforts to give people-in-need a central location to call when looking for health and human services. Statewide coverage began in 2005. Supported by United Ways of New Jersey, state and local government, and private philanthropy, we help people find solutions to the challenges they face by connecting them with existing services. Providing this vital connection at a time of need empowers those who reach out to us to take the next step toward self-sufficiency.
The 211 movement is a universally respected and growing national model. Today there are over 285 million Americans covering all 50 states plus Canada and Puerto Rico who have access to community resources by dialing 2-1-1.
NJ 211 is free, multilingual, confidential and always open. We are an equal-opportunity employer.
Contact Center Supervisor
The Contact Center Supervisor (CCS) oversees daily inbound call/contact center operations and staff. Responsibilities include staff supervision, staff compliance with program protocols, staff utilization and coaching to ensure staff delivers quality and achieves specific KPIs. Additionally, the CCS is expected to monitor phone, text and chat queues as well as assign email requests to guarantee timely response to clients; answer questions in-the-moment to assist in support and expedited I&R services; monitor Client Resource Management (CRM) for supervisor escalations; and review client records and phone recordings for process and performance improvement opportunities. This CCS is scheduled for a 3:00 PM ET to 11:00 PM ET shift and may be scheduled for extended rotating shifts or shifts during a state of emergency. The CCS reports into the Contact Center Manager (CCM). Learn more
Contact Center Scheduler
The Contact Center Scheduler manages the contact center schedule for up to one hundred community resource specialists creating the work schedule, adjusting for shrinkage, adjusting for staffing compliance with programs as well as make simulation schedules to assist in workforce forecasting. Responsibilities include the auditing of community resource specialists’ time sheets alongside contact center schedule; validating that assigned staff satisfies customer agreements; and identifying opportunities for the continuous improvement of the contact center schedule. We are looking for a Subject Matter Expert for workforce management logic, processes and tools. Learn more about this position and find out how to apply by reading a full job description.
Community Resource Specialist
Interested applicants should see our flyer and contact Telesearch at 973.335.1900 for more information or to submit an application.