UPM Overnight Shift Lead

Position Schedule: Thursday - Saturday 10pm - 6:30am 

Position Summary: As a Shift Lead for the Unity Prayer Ministry, you will play a crucial role in providing guidance and support to a team of prayer associates assigned during your scheduled shift. Your primary responsibility will be to coordinate operations of functions for quality assurance. You will work closely with other shift leads and ministry leaders to ensure the seamless flow of prayer requests and maintain the spiritual atmosphere of the ministry. Your commitment to spiritual growth, empathy, and proven organizational skills will contribute to the ministry's mission of providing prayer support to individuals seeking spiritual guidance and healing.

Essential Job Functions:

1. Oversee the daily operations of the Unity Prayer Ministry during your assigned shift, ensuring coverage and availability of prayer associates.
2. Respond to prayer requests via phone, email, or other communication channels, offering compassionate support and guidance to individuals seeking prayer in accordance with the Unity practice of affirmative prayer and in alignment with Unity Principles.
3. Provide guidance and support to a team of prayer associates assigned during your scheduled shift, fostering a positive and nurturing environment for their spiritual growth and development.
4. Maintain the highest standards of prayer support by reviewing and evaluating prayer requests and providing feedback to prayer associates when necessary.
5. Adhere to strict confidentiality protocols, respecting the privacy and anonymity of individuals seeking prayer and handling sensitive information with utmost care.
6. Collaborate with other shift leads and ministry leaders to ensure a smooth transition between shifts, seamless communication, and a unified approach to prayer ministry operations.
7. Maintain accurate records of prayer requests, updates, and any relevant information, using appropriate tools and systems.
8. Foster your own spiritual growth through prayer, meditation, and participation in relevant training or workshops, enhancing your ability to provide compassionate and effective prayer support.
9. Demonstrates the ability to motivate, guide, and inspire a team of prayer associates assigned during your scheduled shift.
10. 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, flexible working hours, including evenings, weekends, and holidays as required. This may be a hybrid/remote position, some hours required on campus and others may be work-from-home.
11. Adhere to all company and departmental policies and procedures per the guidebook, including all safety requirements.
12. Regular and reliable attendance at the worksite and adhere to assigned schedule commitments.
13. Utilize electronic time management system to input time, attendance, and time off requests.
14. Support departmental and UWH-wide initiatives.

Non-Essential Job Functions:

1.  Assist in generating reports as requested by management.

Education: Bachelor's degree in a relevant field is preferred. Or equivalent years of contact center experience.

License:

Experience:

1. Minimum of three years of lead or supervisor experience.
2. Three years of experience maintaining personal connection to spiritual practices and principles, demonstrating a genuine passion for prayer, and helping others on their spiritual journey.
3. Demonstrated empathy and compassion: Show empathy, compassion, and active listening skills, ensuring individuals feel heard, supported, and understood during their prayer requests.
4. Exhibit excellent organizational and time management skills, ensuring efficient handling of prayer requests and smooth operations during shifts.
5. Progressive proven ability to exhibit exceptional verbal and written communication skills, enabling clear and empathetic communication with team members.
6. Understand the importance of maintaining confidentiality and handling sensitive information with the utmost discretion and professionalism.

Professional Skills:

Computer Skills: 

• Competent use of MS Office Suite: Word, Excel, Outlook, PowerPoint, and Teams.
• Competent use of and troubleshooting computer, device applications, and social media.
• Contact center database software experience preferred.     

Competencies:

• Culture of Service: Able to support a positive team environment in which members participate, respect, and cooperate with each other to achieve desired results.
• Professionalism and Accountability: Able to demonstrate commitment to the position and accept responsibility for personal actions. Able to manage conflict in a professional and calm manner.
• Leadership: Able to make decisions, based on real time needs, within the scope of responsibility.
• Confidentiality: Able to maintain confidentiality in accordance with HIPAA and departmental guidelines.
• Values: Demonstrate Unity Headquarters core values: inspiration, inclusiveness, innovation, creativity, community, and service.

Physical and Mental Requirements:    

                              N/A     Not Applicable Activity – Not applicable to this occupation

                                O      Occasionally Position requires this activity up to 33% of the time (02.5+ hrs/day)

                              F        Frequently Position requires this activity up to 33% of the time (02.5-5.5+hrs/day)

                              C       Constantly Position requires this activity more than 66% of the time (5.5+ hrs/day)

                C         Indoor Work

            C         Use of Hands/Fingers

            O         Outdoor Work

            F          Sitting/Workstation

            O         Lifting 10 Max lbs. individually           

            O         Carry 10 Max lbs.      

            C         Read/See

            F          Standing/Walking       

            C         Talk/Communicate

            C         Operate Computer     

            C         Operate Company Equipment:  

Telephone system, headset, calculator, copier, call center scheduling software, other office equipment    

Work Environment: Contact Center Environment or home office (if work from home is authorized).

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.