Behavioral Health Contact Center Supervisor – Overnight

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $82.5k - $149.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Leidos is a leading systems integrator in science, technology, and engineering, providing solutions that transform and enable the missions of its customers. The company operates across various markets, including aviation, defense, energy, government, healthcare, intelligence, science, and space. Leidos is involved in AI, digital modernization, cyber operations, and integrated and mission software systems. With a commitment to diversity, equity, inclusion, and sustainability, Leidos also engages in charitable efforts and community enrichment programs. Additionally, it contributes to developing solutions for counter-unmanned aerial systems and electric vehicle infrastructure for military applications.

📋 Description

• Provide counseling services as an independent practitioner, particularly as a clinical escalation point for at-risk and complex cases • Lead, direct, and manage a team of call center agents • Ensure high-quality service delivery and adherence to program standards • Provide ongoing coaching, side-by-side training, and performance feedback • Monitor live calls and chats for professional interactions, accurate needs identification, warm hand-offs, referrals, and information delivery • Oversee compliance with referral processes, warm hand-offs, case management documentation, security, and safeguarding procedures • Identify performance trends, compliance patterns, and improvement areas • Implement corrective actions, additional training, or resources as needed • Generate, review, and analyze call center performance reports • Handle escalation calls and provide guidance or intervention • Ensure effective oversight of daily center operations

🎯 Requirements

• Master’s degree from an accredited graduate program in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field • 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 • Minimum of three years of documented experience providing counseling supervision, oversight, and team management • Demonstrated strong customer service skills and 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 (Word, Outlook, Excel), web-based research, and electronic documentation systems • U.S. citizenship and fluency in English required • Ability to successfully pass criminal history, fingerprint background checks, and credential verification • Ability to maintain and retain suitability investigation and clearance as required • Proficient in navigating electronic systems, computer programs, and virtual service platforms • Separate, quiet, private, confidential workspace required • Reliable high-speed internet hard wired to the home via coax or fiber from the ISP; mobile-device tethering and wireless ISP are not acceptable

🏖️ Benefits

• Remote work arrangement • Overnight shift: Wed-Sat, 8:30pm-7am • Opportunity to support the Military OneSource mission • Access to a separate, quiet, private, confidential home workspace arrangement • Work-from-home high-speed wired internet requirement/support • Potential eligibility for additional compensation factors based on responsibilities, education, experience, knowledge, skills, abilities, internal equity, market data, bargaining agreement, or applicable law