Inbound/Outbound Call Center Supervisor (Care Coordinator)

Leidos

1d•$82,550 - $149,225•Remote

About The Position

Join our innovative Medical Telehealth Support Contract team, where you'll play a vital role in delivering cutting-edge remote healthcare services to Military Health System beneficiaries. As part of this dynamic program, you'll collaborate with top professionals to enhance patient care through advanced telehealth technologies and streamlined processes. We're looking for passionate individuals who are ready to make a real impact, ensuring patients receive the best care no matter where they are. With a focus on excellence, security, and innovation, this is your chance to be at the forefront of healthcare's digital transformation. If you're driven by quality and a commitment to patient safety, this opportunity is your next career move. CALL CENTER SUPERVISORY EXPERIENCE IS REQUIRED TO BE CONSIDERED The Care Coordinator Call Center Supervisor leads, directs, and manages a team of Care Coordinators responsible for all outbound contact follow-up services within the Contact Center. This position covers a 24/7/365 Call Center and shift or weekend hours may be required. This position oversees the planning, coordination, and day-to-day execution of outbound contact operations, ensuring efficient workflows, high-quality customer interactions, and adherence to service level agreements (SLAs). The supervisor is accountable for maintaining exceptional customer service by monitoring performance metrics, coaching staff to improve call handling quality, and promptly addressing escalated issues. In addition to operational oversight, the Care Coordinator Call Center Supervisor supports the full staffing lifecycle, including assisting with hiring, onboarding, training, and offboarding Care Coordinators. The role conducts regular performance reviews, provides continuous feedback, and fosters a supportive, high-performing team environment aligned with program goals. The supervisor collaborates with leadership to refine processes, resolve operational challenges, and uphold organizational policies, procedures, and performance expectations to ensure consistent, high-quality service delivery.

Requirements

Bachelors degree and 4+ years of call center supervisory experience.
Strong customer service skills, knowledge of call center operations, and knowledge and understanding of military lifestyle and culture.
Proficient in navigating electronic systems, computer programs, and virtual service platforms .
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 or apartment (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.
Must be an U.S. citizen, speak fluent English, and able to maintain and retain suitability investigation and clearance as required.

Nice To Haves

Veteran/military retiree and/or military spouse.
Experience working with and/or for military communities.

Responsibilities

Lead and Manage Inbound/Outbound Call Center Care Coordinator Team
Provide daily supervision, coaching, and direction to Care Coordinators responsible for outbound contact services.
Foster a supportive and high-performing team environment that aligns with program goals.
Oversee Outbound Contact Operations
Plan, coordinate, and monitor all inbound/outbound service activities to ensure efficient workflows and consistent service delivery.
Ensure customer interactions meet quality standards and service level agreements (SLAs).
Ensure Exceptional Customer Service
Track performance metrics and implement strategies to enhance customer satisfaction and call handling quality.
Address escalations promptly and effectively.
Support Staffing Lifecycle Activities
Assist with hiring, onboarding, training, and offboarding of Care Coordinator staff.
Conduct employee performance reviews and provide ongoing feedback and development.
Maintain Operational Excellence
Collaborate with leadership to refine processes, address challenges, and enhance operational efficiency.
Ensure adherence to organizational policies, procedures, and performance expectations.