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Contact Center Specialist

2 weeks ago

Faisalabad City Tehsil, Pakistan beBeeCrisis Full time $40,000 - $60,000
Job Opportunity

This opening is for all shifts 7am-3pm, 3pm-11pm, and overnight from 11pm-7am (central time zone). The selected candidate must be available to work 2 of the 3 shifts and complete full shifts.

Due to the 24-hour nature of the agency contact center, all Contact Center Specialists are required to work during disasters and on occasional holidays as part of a team rotation.

Specialists will receive extensive training in crisis counseling, information & referral, and suicide prevention.

They will be trained to answer inquiries via phone, text, and chat.

Contact Center Specialists provide callers with free, confidential short-term emotional support, crisis intervention, suicide prevention, information, referrals, follow-up, and advocacy.

They understand and follow all established procedures and recognized best practices.

Specialists employ active listening techniques to assist callers in de-escalating from mental health issues/concerns.

They provide appropriate responses to caller needs by following the VIA LINK crisis intervention model.

Specialists provide critical resources and support to individuals in crisis.

They follow all VIA LINK contact center procedures and personnel policies.

Accurate call reports and contact documentation are completed.

Specialists work occasional holidays and unscheduled hours as needed.

They effectively work as team members.

Active participation in required training enhances professional growth and aids in program development.

Confidentiality of agency location, software, records, etc. is protected.

Minor tech issues are troubleshooted, considering this is a remote, computer-based position.

Affiliated specialists will be issued an agency laptop for continued work upon completing training.

Job Specification
  • Contact Center Specialists interact with a diverse range of callers.
  • Maintenance of regularly scheduled full-time shifts: either night shift, day shift, or a combination of the two.
  • A reliable laptop/computer (PC not MAC) with secure and private wifi internet connection (computer must have a video camera to attend online training sessions held via zoom video call).
  • Excellent computer skills, including submitting online reports, using email, and utilizing internal search databases.
  • Excellent verbal and written communication, including effective communication with callers, coworkers, and supervisors.
  • Excellent interpersonal skills, ability to empathize with others, and a non-judgmental attitude.
  • Ability to work under pressure, meet deadlines, while maintaining a positive attitude and providing exemplary support to callers.
  • Ability to work independently and carry out daily tasks to completion, follow prescribed routines, and standard accepted practices.
  • Candidates are required to attend all training shifts over the course of two months.