On-Site Call Center Operations Manager

Leidos•Washington DC, DC

3d•$82,550 - $149,225•Onsite

About The Position

The On-Site Call Center Operations Manager provides oversight of all Call Center services, serving as an escalation point for specified cases and staff concerns. This role leads, directs, and manages a team of Call Center Supervisors while ensuring operational effectiveness across the Call Center. Monitors compliance with referral processes, warm handoffs, electronic case management system reporting requirements, and all applicable security and safeguarding procedures and directives. Reviews and provides feedback on Call Center Service Level Agreements (SLAs) as well as call and chat performance metrics to ensure adherence to established standards and continuous service improvement.

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 State, District of Columbia, U.S. Commonwealth, or U.S. Territory.
Minimum of five years of full-time, post-licensure counseling experience.
Documented experience providing counseling supervision, oversight, and management.
Strong customer service skills and demonstrated 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 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 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.

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

Provide operational oversight of all Call Center services to ensure effective, compliant, and high-quality service delivery.
Serve as the primary escalation point for at-risk cases, complex situations, and staff concerns.
Lead, direct, and manage a team of Call Center Supervisors and clinical supervisors to ensure policy compliance and achievement of Service Level Agreement (SLA) metrics.
Monitor compliance with referral processes, warm handoffs, electronic case management system documentation requirements, and all applicable security and safeguarding directives.
Review and analyze SLA performance data, call and chat metrics, and quality indicators to ensure adherence to established standards and drive continuous service improvement.
Provide coaching, guidance, and performance oversight to supervisory staff to maintain operational excellence.
Regularly meet with and provide operational updates to the Director and other program leadership as required.
Ensure adherence to contractual, regulatory, and program standards across all call center functions.
Support quality assurance initiatives and implement corrective actions as needed to improve service delivery outcomes.
Perform additional duties as assigned.