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Member Action Center (MAC) Call Center Supervisor (Lead)Purpose & Organizational Overview

SEIU Local 2015 is California’s leading long-term care workers organization, representing over 400,000 homecare providers, nursing home workers, and assisted living center workers across the state. Local 2015 is committed to unleashing the collective power of long-term care workers, their families, and their communities—harnessing technology and organizing strength to drive transformational change toward a more just society.

The Member Action Center (MAC) serves as a centralized, high-impact inbound contact center that supports union members by addressing work-related concerns, benefits navigation, training opportunities, and engagement with union programs in collaboration with internal departments, leadership, and the Center for Caregivers Advancement.

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Position Summary

The MAC Call Center Supervisor (Lead) plays a critical frontline leadership role in overseeing daily operations of a high-volume, mission-driven inbound call center. This position is responsible for supervising, coaching, and developing Member Action Center Organizers (MAOs) to ensure timely, accurate, compassionate, and metrics-driven service delivery to union members statewide.

This role blends people leadership, call-center performance management, labor-relations fluency, and data-driven decision-making to ensure operational excellence while upholding SEIU Local 2015’s values and member-centered mission.

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Key ResponsibilitiesCall Center Leadership & Team Supervision

• Supervise and support MAOs in day-to-day inbound call center operations, ensuring consistent, high-quality service delivery.

• Provide real-time guidance on escalated calls, complex member issues, grievance-related inquiries, and representational concerns.

• Foster a positive, accountable, and inclusive team culture rooted in union values and service excellence.

Training, Coaching & Performance Management

• Train, onboard, and continuously develop MAOs on call handling, systems, policies, benefits navigation, and member engagement best practices.

• Conduct regular call monitoring, quality assurance reviews, and performance evaluations.

• Deliver timely coaching, corrective action, and recognition to drive individual and team success.

Operational Excellence & Metrics Accountability

• Ensure achievement of key call center performance metrics, including but not limited to:

  • Service Level: ≥ 80% of calls answered within 30 seconds

  • Average Handle Time (AHT): Within established benchmarks while maintaining quality

  • First Call Resolution (FCR): ≥ 70–80%

  • Call Quality Scores: ≥ 90% adherence to quality standards

  • Schedule Adherence: ≥ 95%

  • Member Satisfaction (CSAT): ≥ 4.5 / 5 where measured

• Identify workflow inefficiencies and recommend process improvements using data, trend analysis, and frontline insights.

Reporting, Data & Systems

• Prepare and analyze operational reports related to call volume, service levels, performance trends, and staffing needs.

• Partner with MAC leadership to set short- and long-term performance goals aligned with organizational priorities.

• Maintain accurate documentation, grievance tracking, and data integrity within call center systems and databases.

Cross-Functional Collaboration

• Collaborate with other MAC Leads, Coordinators, Directors, and internal departments to ensure seamless member service.

• Support organizational initiatives related to organizing campaigns, benefits education, and workforce engagement.

Policy, Compliance & Member Advocacy

• Ensure compliance with department policies, procedures, labor agreements, and organizational standards.

• Mentor team members in grievance intake processes and representational best practices.

Additional Duties

• Perform other duties as assigned to support MAC operations and organizational objectives.

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Required Qualifications

• 2–5 years of call center supervisory or lead experience, preferably in a high-volume, service-oriented environment.

• Demonstrated success managing teams against measurable call center KPIs and service standards.

• High School Diploma or equivalent required; additional education in management, communications, or related fields preferred.

• Strong working knowledge of call center technology, CRM systems, phone systems, and reporting tools.

• Excellent verbal, written, and interpersonal communication skills.

• Proven ability to coach, motivate, and hold staff accountable in a fast-paced environment.

• Strong analytical, problem-solving, and decision-making skills.

• Ability to remain calm, professional, and solutions-focused during high-volume or sensitive interactions.

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Preferred Qualifications

• Experience working in a union, nonprofit, or mission-driven organization.

• Familiarity with grievance handling, labor relations concepts, or member advocacy environments.

• Experience supporting multilingual teams or diverse member populations.

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Expected Behaviors & Core Values

The MAC Supervisor is expected to actively model and promote SEIU Local 2015’s core values of Excellence, Leadership, Accountability, Transparency, Empowerment, and Compassion, including:

• Upholding high ethical and professional standards

• Developing, mentoring, and empowering team members

• Encouraging teamwork, inclusion, and shared ownership

• Representing the organization with integrity to members, partners, and stakeholders

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Physical Requirements

• Work is primarily performed in a professional office and call center environment.

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Reporting Relationship

• This position reports directly to the MAC Coordinator, Deputy Director, or Director, as assigned.

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This job description is not intended to be all-inclusive and may be adjusted to meet evolving organizational needs.

SEIU Local 2015 is an Equal Employment Opportunity employer and is committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

Requirements include:

• Fluency (written and spoken) in English and at least one additional needed language.
• High School Diploma or equivalent, but more education and/or experience in management is preferred.
• Call Center, customer service, or supervisory experience may be required.
• Proficiency with technology, especially computers, software applications, and phone systems. Excellent typing skills.
• Exceptional verbal and written communication skills.
• Strong understanding of department policies, procedures, and services
• Ability to coach, train, and motivate MAOs and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Strong customer service skills.

Expected Behavior:

The MAC Supervisor is expected to embrace, promote and demonstrate the organizations' core values - Excellence, Leadership, Accountability, Transparency, Empowerment, and Compassion--, which include but are not limited to:

• High ethical standards
• Train, develop, nurture and mentor colleagues
• Encourage team work and participation by staff and members

Ensure outstanding representation of the organization to internal and external allies and constituents.

Physical Requirements:

Work is generally performed in an office setting.

Scope and Nature of Supervision:

The MAC Lead reports directly to the MAC Coordinator, Deputy Director or Director.

Job descriptions are not designed to cover or contain a comprehensive listing of every activity or responsibility that is required for each role.

SEIU Local 2015 is an equal employment opportunity employer committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.