Call Center Supervisor

Leidos

1d • $82,550 - $149,225 • Remote

About The Position

Leidos Health and Services Sector currently has an opening for a Call Center Supervisor to work remotely. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system. The Call Center Supervisor provides counseling services as an independent practitioner, serving particularly as an escalation point for at-risk cases. This role: Leads, directs, and manages a team of call center agents while ensuring effective on-site oversight of daily center operations. Monitors compliance with referral processes, warm handoffs, case management system reporting requirements, and all applicable security and safeguarding procedures and directives to ensure adherence to established standards and protocols. Serves as an escalation point for at-risk cases.

Requirements

• Master’s degree from an accredited graduate program in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field.
• Current, valid, unrestricted independent counseling license issued by a State, District of Columbia, U.S. Commonwealth, or U.S. Territory.
• Minimum of three years of full-time, post-licensure counseling experience.
• Minimum of three years of documented experience providing counseling supervision, oversight, and team management.
• Demonstrated strong customer service skills and knowledge of call center operations.
• Ability to build strong customer relationships and deliver solutions
• Ability to exhibit strong business and financial acumen
• Ability to develop strategy, plan and prioritize work aligned to program/organization goals, and deliver solutions for the business
• Ability to establish clear responsibilities, processes and accountability measures for your team
• Ability to build effective teams and talented team members
• Ability to assist employees in meeting both their career and organizational goals
• Ability to motivate, drive engagement, vision, and gain trust through honesty, integrity, and authenticity from your team
• Ability to consistently achieve results under tough circumstances and manage complex situations
• Proficiency in Microsoft Office applications (Word, Outlook, Excel), web-based research, and electronic documentation systems.
• U.S. citizenship and fluency in English required.
• Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.
• Ability to maintain and retain suitability investigation and clearance as required.
• Proficient in navigating electronic systems, computer programs, and virtual service platforms.
• This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Nice To Haves

• Certified Employee Assistance Professional (CEAP) credential.
• Call center experience
• Telehealth experience
• Employee assistance program (EAP) experience
• People leader management or supervisory experience

Responsibilities

• Serve as the clinical escalation point for at-risk and complex cases, providing counseling services as an independent practitioner when necessary.
• Lead, direct, and manage a team of call center agents, ensuring high-quality service delivery and adherence to program standards.
• Provide ongoing coaching, side-by-side training, and performance feedback to improve consultant skills and customer service outcomes.
• Monitor live calls and chats to ensure professional, high-quality interactions, accurate identification of needs, appropriate warm hand-offs and referrals, and proper delivery of information and resources.
• Oversee compliance with referral processes, warm hand-offs, case management system documentation requirements, and all applicable security and safeguarding procedures.
• Identify performance trends, compliance patterns, and areas for improvement, and implement corrective actions, additional training, or resources as needed.
• Generate, review, and analyze call center performance reports to monitor operational effectiveness and service quality.
• Handle escalation calls and provide guidance or intervention as required.

Benefits

• Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees