Contact Center Supervisor- Overnight-Remote
About The Position
Leidos Health and Services Sector is hiring a Contact Center Supervisor for the Military OneSource program, which provides 24/7 information, resources, education, referrals, and counseling to military service members, their families, and eligible civilians worldwide. The supervisor provides counseling as an independent practitioner and serves as an escalation point for at-risk and complex cases. The role leads and manages a team of practitioners, oversees daily call center operations, and promotes high-quality service delivery. The supervisor monitors calls and chats, referral and warm-handoff practices, case-management documentation, and compliance with security and safeguarding procedures. The position requires U.S. citizenship and is scheduled Wednesday through Saturday, 8:30 p.m. to 7:00 a.m. EST. The job is remote. Applicants must keep their camera on during the interview; if an offer is extended, the interviewer will take a picture for identification purposes.
Requirements
- Master’s degree from an accredited graduate program in a behavioral health field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling.
- Current, valid, unrestricted independent counseling license issued by a U.S. state, the District of Columbia, a U.S. Commonwealth, or a U.S. Territory.
- Minimum of three years of full-time, post-licensure counseling experience.
- Three years of documented experience providing counseling supervision, oversight, and management.
- Strong customer service skills and demonstrated knowledge of contact center operations.
- Strong background in suicide assessment and management.
- 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 and organizational goals, and deliver business solutions.
- Ability to establish clear team responsibilities, processes, and accountability measures.
- Ability to build effective teams and develop talented team members.
- Ability to assist employees in meeting career and organizational goals.
- Ability to motivate teams, drive engagement, communicate a vision, and gain trust through honesty, integrity, and authenticity.
- Ability to achieve results under difficult circumstances and manage complex situations.
- Proficiency with Microsoft Office applications, including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.
- Strong leadership, analytical, and communication skills.
- U.S. citizenship and fluency in English.
- Ability to pass criminal history and fingerprint background checks and credential verification.
- Ability to maintain and retain suitability investigation and clearance as required.
- Proficiency navigating electronic systems, computer programs, and virtual service platforms.
Nice To Haves
- Certified Employee Assistance Professional (CEAP) credential.
- Contact center experience.
- Telehealth experience.
- Employee assistance program (EAP) experience.
Responsibilities
- Provide clinical oversight and serve as the escalation point for at-risk and complex cases within the call center.
- Lead, direct, and manage a team of practitioners to ensure effective daily operations and high-quality service delivery.
- Provide ongoing coaching, mentoring, and side-by-side training to consultants.
- Monitor live calls and chats for professional, high-quality interactions, appropriate warm handoffs, accurate referrals, and proper delivery of information and resources.
- Ensure compliance with referral processes, warm handoffs, electronic case management documentation requirements, and security and safeguarding protocols.
- Identify performance trends, compliance gaps, and improvement opportunities; implement corrective actions, additional training, or resource enhancements as needed.
- Handle escalation calls and provide direct intervention when necessary.
- Generate, review, and analyze call center performance and quality reports to monitor adherence to SLAs and operational standards.
- Provide operational updates and feedback to leadership as required.
- Perform additional duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
