Support Navigator Supervisor

Leidos

3d•$82,550 - $149,225•Remote

About The Position

Leidos Health and Services Sector currently has an opening for a Support Navigator 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 Support Navigator Supervisor leads, directs, and manages a team of Care Coordinators responsible for all Call Center contact services. This role supports beneficiary care coordination operations as specified by the program.

Requirements

Bachelor's degree in a social science field such as Psychology, Social Work, Sociology, or a related discipline.
Minimum of three years of call center customer service experience, including at least two years of team supervision experience.
Demonstrated strong customer service skills and knowledge of call center operations.
Proficiency in Microsoft Office applications (Word, Outlook, Excel), web-based research, and electronic documentation systems.
Strong leadership, organizational, 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.
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

Life coaching certification.
Employee assistance program (EAP) experience.
People leader management or supervisory experience.

Responsibilities

Lead, direct, and manage a team of Care Coordinators
Plan, coordinate, and oversee care coordination operations to ensure timely, compliant, and effective engagement.
Monitor activities to ensure adherence to program requirements, quality standards, and customer service expectations.
Assess service performance and implement process improvements, tools, and enhancements to meet evolving program needs as directed by the customer.
Provide coaching, guidance, and performance feedback to Care Coordinators to maintain high service quality and operational effectiveness.
Deliver long-term, business-critical project management support related to outbound contact services as needed.
Perform additional duties as assigned.