Crisis Helpline Supervisor (Bilingual) - Remote

Overview

Are you passionate about leading teams that provide critical mental health support? Join Intellect as our Helpline Supervisor, where you’ll play a key role in driving the efficiency and impact of our global helpline services. This position will oversee responders, ensure top-quality service delivery, and create tailored strategies to address region-specific challenges. You’ll also develop operational guidelines, manage escalations, and empower teams to deliver life-changing support.

In Short

• Lead and mentor helpline responders.
• Manage escalated and critical incidents.
• Drive responder engagement through development plans.
• Create and implement Standard Operating Procedures (SOPs).
• Collect and analyze helpline KPIs for decision-making.
• Support specialized helplines for complex management challenges.
• Oversee staffing and resource planning for helpline coverage.
• Facilitate training and workshops for responders.
• Optimize workflows using data-driven insights.
• Participate in leadership training for effective guidance.

Requirements

• Experience in mental health and crisis management.
• Strong leadership and team development skills.
• Ability to manage escalated situations calmly.
• Proficient in data analysis and reporting.
• Excellent communication and interpersonal skills.
• Experience in developing operational guidelines.
• Ability to work across time zones.
• Fluency in English and at least one other language.
• Experience with performance metrics and continuous improvement.
• Strong organizational and planning skills.

Benefits

• Opportunity to make a meaningful impact on mental health services.
• Professional development and training opportunities.
• Supportive work environment with a focus on well-being.
• Engagement in a global team with diverse perspectives.
• Flexible working arrangements.