Supervisor, UPM Shift

Available Shifts

• Monday - Wednesday 5:30am-3:00pm
• Wednesday - Saturday 5:30am-3:00pm

Position Summary: The UPM Shift Supervisor is responsible for the day-to-day operational oversight and leadership of a team of prayer associates during a specific shift. This role ensures the consistent delivery of high-quality, compassionate service across all communication channels (phone, email, chat, text, social media), drives team performance in alignment with Unity principles, fosters a positive and spiritually supportive work environment, and ensures adherence to all operational procedures and service level agreements. The Supervisor acts as the primary point of contact for prayer associate support, issue resolution, and real-time performance management, upholding the sacred trust of those who reach out in prayer.

Essential Job Functions:

1. Provide real-time guidance, support, and motivation to prayer associates/agents.
2. Ensure high performance and service consistency by utilizing key performance indicators (KPIs) such as average handle time, adherence, handle time, and prayer experience ratings.
3. Foster a positive, collaborative, and spiritually uplifting team culture that supports high-performance and associates’ well-being through developing and maintaining individual and team rapport.
4. Conduct regular 1:1 coaching sessions to review performance, provide constructive feedback, and identify development opportunities in collaboration with the Prayer Experience Analysts, Training Supervisor and senior leadership.
5. Participate in team meetings, facilitate small group huddles to communicate updates in alignment with senior leadership, share best practices, and reinforce training.
6. Handle escalated constituent interactions with empathy and provide effective, prayer-centered resolution.
7. Provide servant leadership, leading with integrity and professionalism in alignment with Unity principles and core values.
8. Support organizational mission and goals, owning management and leadership decisions.
9. Make dynamic adjustments to staffing, breaks, and priorities to meet service level targets.
10. Ensure prayer vigil is staffed at all times, and prayer associates adhere to schedules, policies, and procedures.
11. Review prayer associate performance data (e.g., talk time/handle time, adherence, PEA/quality scores) and provide direct, timely feedback about performance expectations.
12. Monitor real-time contact center queues, service levels, and prayer associate states across all channels (phone, email, chat, text, and social media).
13. Initiate corrective actions when required in consultation with Manager and People Support.
14. Identify and report system issues, process inefficiencies, or recurring constituent concerns to management.
15. Collaborate with Prayer Experience Analysts to monitor agent interactions (calls, emails, chats, texts) and provide immediate feedback.
16. Support the training team in onboarding new agents and delivering ongoing training modules.
17. Complete daily, weekly, and monthly performance reports for the assigned shift.
18. Maintain accurate records of prayer associate performance, coaching sessions, and disciplinary actions.
19. Assist with scheduling adjustments and time-off requests as per policy.
20. Ensure compliance with all company policies and regulatory requirements.
21. Conduct business successfully by means of computer technology, as required.
22. Demonstrate regular and reliable attendance, adhering to assigned schedule. As a department defined as “essential personnel”, UPM may be required to work the scheduled shift during instances when other departments are not operating (such as inclement weather). Substitute as needed for other shifts. This position is fully remote.
23. Adhere to all company and departmental policies and procedures per the guidebook, including all safety requirements.
24. Utilize electronic time management system to input and administer time, attendance, and time off requests.