Job Description
Job DescriptionPart-Time Weekend Lifeline Call Supervisor
We are seeking a compassionate and composed individual to supervise weekend operations for a mental health lifeline. This critical role involves supporting vulnerable callers, guiding frontline staff, and ensuring a high standard of care during emotionally intense conversations.
This is an ideal opportunity for someone with experience in call center leadership and a desire to make a meaningful impact.
Job Details:
- Pay Rate: $22.00/hour
- Schedule: Saturdays and Sundays, either 2:00 PM–10:00 PM or 3:00 PM–11:00 PM
- On-site in Framingham, MA
Key Responsibilities:
- Answering incoming calls from individuals experiencing mental health crises, suicidal ideation, or emotional distress
- Demonstrate empathetic, judgment-free listening while maintaining professional boundaries
- De-escalate challenging calls and provide crisis intervention as needed
- Supervise and support Call Takers during shifts, offering real-time guidance and feedback
- Maintain clear documentation and escalate serious concerns per protocol
- Navigate between multiple systems and tools efficiently during calls
Required Experience:
- Minimum 1 year of supervisory or manager experience in a call center or customer support environment
- Must have prior call center experience
- Experience handling emotionally challenging conversations in a professional context
Nice-to-Have Experience:
- Experience in telehealth, social work, or mental health support roles
- Familiarity with crisis response protocols and mental health escalation pathways
- Direct exposure to crisis intervention, mental health services, or related roles
Required Skills:
- Ability to remain composed and compartmentalize after intense or distressing interactions
- Proficiency with Microsoft Office Suite (MS Word, Outlook, Excel)
- Strong verbal communication and emotional regulation under pressure
Company DescriptionSince 1996, ProPivotal has been committed to excellence in staffing services. ProPivotal is one of Massachusetts’ largest staffing firms. It is our pleasure to provide service to many of the area’s most desirable employers and fulfill their staffing needs throughout the world. While we have the deep resources which allow us to manage large staffing programs, we also have a structure which allows us to get to know each job seeker individually, and a culture which drives us to match candidates with jobs they love. We are big enough to serve you and small enough to know you.
ProPivotal is an equal opportunity employer and considers qualified applicants for employment regardless of race, gender, gender identity, gender expression, age, color, religion, disability, veteran's status, sexual orientation, or any other protected factor.
Company Description
Since 1996, ProPivotal has been committed to excellence in staffing services. ProPivotal is one of Massachusetts’ largest staffing firms. It is our pleasure to provide service to many of the area’s most desirable employers and fulfill their staffing needs throughout the world. While we have the deep resources which allow us to manage large staffing programs, we also have a structure which allows us to get to know each job seeker individually, and a culture which drives us to match candidates with jobs they love. We are big enough to serve you and small enough to know you.\r\n\r\nProPivotal is an equal opportunity employer and considers qualified applicants for employment regardless of race, gender, gender identity, gender expression, age, color, religion, disability, veteran's status, sexual orientation, or any other protected factor.