On-Site Call Center Supervisor

Description

Leidos Health and Services Sector currently has an opening for an On-Site Call Center Supervisor to work on site in Washington, D.C. 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 On-Site Call Center Supervisor provides counseling services as an independent practitioner, serving as an escalation point for at-risk cases.

This role:

• Leads, directs, and manages a team of call center agents while ensuring effective on-site oversight of daily center operations.
• Monitors compliance with referral processes, warm handoffs, case management system reporting requirements, and all applicable security and safeguarding procedures and directives to ensure adherence to established standards and protocols.
• Serves as an escalation point for at-risk cases.

• 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.

• Mon-Fri - 8:00a - 4:30p
• Mon-Fri - 9:00a - 5:30p

• 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.

• Certified Employee Assistance Professional (CEAP) credential.
• Call center experience.
• Telehealth experience.
• Employee assistance program (EAP) experience.
• People leader management or supervisory experience.