Call Center Manager Jobs in Rome, NY (NOW HIRING)

Initial training for this position is expected to take 3 to 4 months for an external candidate. Training is scheduled between the hours of Mon-Fri 8am - 8pm. You must live in New York State.

General Information

December 3, 2025

28 – 37.5 hours/week, as scheduled FLSA Classification:

Non-exempt

The Shift Supervisor provides real-time direction and operational support to staff, volunteers, and interns responding to crisis, chat & text, information and referral, and community support lines. This role ensures smooth shift operations, supports staff in managing high-risk calls, and promotes adherence to protocols and best practices. The Shift Supervisor is responsible for documenting shift activities and providing feedback and ongoing communication to supervisory staff regarding shift activity. This position also acts as a Crisis Specialist in the call center as needed.

Duties and Responsibilities

• Monitor call, chat, and text volume and queue length to ensure timely and appropriate response
• Monitor and place outgoing and followup calls as scheduled.
• Coordinate emergency rescue calls for individuals in imminent danger.
• Respond to overflow contacts with compassion and in accordance with the organization’s training and scope.
• Document and review calls in an accurate and timely manner in webbased helpline and HMIS systems
• Provide feedback and ongoing communication to supervisory staff regarding shift activity
• Troubleshoot issues that arise during shift, document any concerns, and escalate when additional support is required
Staff support
• Complete shift check ins, check outs, and debriefings; document all notes
• Provide realtime guidance to ensure staff follow protocols and apply best practices
• Support staff in applying suicide safety assessments, crisis deescalation techniques, and emergency shelter protocols.
• Assist with staff, volunteer, and intern training in collaboration with Crisis Services Educators.
• Act as Crisis Specialist when required
• Perform additional responsibilities as they develop and are assigned
Education Requirements

B.A. in mental health, social work, human services, or other related field of study required.

Previous Experience Requirement
• A minimum of one year experience working in a crisis call center, mental health, social services, or related behavioral health setting.
• Demonstrated ability to manage crises effectively.
• A minimum of oneyear supervisory experience preferred.

Knowledge and Skills Needed to Perform Effectively in this Position

• Strong empathy, active listening, communication, teamwork, and interpersonal skills
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and compassionately
• Strong problemsolving abilities and critical thinking skills to assess needs and provide appropriate referrals
• Ability to work under pressure and handle high contact volumes while maintaining a calm demeanor
• Proficiency in using computer systems and databases for documentation and resource navigation
• Function autonomously and exercise good judgment and decisionmaking skills, particularly during crisis situations
• Quickly adjust to rapidly changing situations and environments and demonstrate flexibility in handling various types of crises
• Efficiently manage multiple tasks simultaneously, including answering calls, documenting information, and coordinating with partnering agencies
• Ability to remain attentive and responsive to staff needs across the duration of shift.
• Work closely with team members and supervisors to ensure seamless operations
Additional Requirements
• Successful completion of standardized training program within scheduled timeframe, as determined by Inform USA and American Association of Suicidology accreditation standards
• Required to pass either the AAS Crisis Specialist or Inform USA Community Resource Specialist certification as soon as eligible and meet qualifications to maintain certification
• Strong attendance and punctuality able to consistently show up on time and work full scheduled shifts and ability to provide advanced notice for time off requests
• Work schedules are determined based upon call volume trends. This position requires working some holidays and working weekends (most staff work Saturday or Sunday, and some work both days of the weekend).
• This position is designated as essential staff. Essential employees perform work involving the safety of human life or the protection of property. Due to this designation, you will be required to report to work for your regular shift in the event the business office is closed due to an emergency. This is a condition of your employment.

Physical Dimensions (Job-related physical abilities an individual needs to possess in order to perform the job in a satisfactory manner)

• Sitting at a computer for long periods of time; entering data; listening & speaking clearly on the telephone.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities

This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the position’s scope and function in the company. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Contact Community Services, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.