On-Site Call Center Supervisor

Leidos•Washington DC, DC

1d•Onsite

About The Position

Leidos Health and Services Sector is seeking an On-Site Call Center Supervisor in Washington, D.C. for the Military OneSource mission. This program offers 24/7 support services to military members, their families, and eligible civilians worldwide, similar to a commercial Employee Assistance Program (EAP), providing information, resources, education, referrals, and counseling to approximately 4.7 million participants. The supervisor acts as an independent practitioner, offering counseling services and serving as an escalation point for at-risk cases. The role involves leading, directing, and managing a team of call center agents, ensuring effective on-site oversight of daily operations, and monitoring compliance with referral processes, warm handoffs, case management system reporting, and all security and safeguarding procedures.

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 three 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 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 to enhance performance and customer service outcomes.
Monitor live calls and chats to ensure professional, high-quality interactions, appropriate warm hand-offs, accurate referrals, and proper delivery of information and resources.
Ensure compliance with referral processes, warm handoffs, electronic case management system documentation requirements, and all applicable security and safeguarding protocols.
Identify performance trends, compliance gaps, and areas for improvement, and 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 Service Level Agreements (SLAs) and operational standards.
Provide operational updates and feedback to leadership as required.
Perform additional duties as assigned.