Behavioral Health Contact Center Supervisor

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $82.5k - $149.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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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 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 • Monitor live calls and chats for professional interactions, warm hand-offs, accurate referrals, and proper information delivery • Ensure compliance with referral processes, warm handoffs, electronic case management documentation, security, and safeguarding protocols • Identify performance trends, compliance gaps, and improvement areas; implement corrective actions, training, or resource enhancements • Handle escalation calls and provide direct intervention when necessary • Generate, review, and analyze call center performance and quality reports against SLAs and operational standards • Provide operational updates and feedback to leadership • Perform additional duties as assigned

🎯 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, the District of Columbia, a U.S. Commonwealth, or a 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 knowledge of call center operations • Ability to build customer relationships and deliver solutions • Business and financial acumen • Ability to develop strategy, plan, prioritize work, and deliver business solutions • Ability to establish team responsibilities, processes, and accountability measures • Ability to build effective teams and develop team members • Ability to support employees’ career and organizational goals • Ability to motivate teams, drive engagement, communicate vision, and gain trust • Ability to achieve results under difficult circumstances and manage complex situations • Proficiency in Microsoft Word, Outlook, Excel, web-based research, and electronic documentation systems • Strong leadership, analytical, and communication skills • U.S. citizenship and fluency in English • Ability to pass criminal history and fingerprint background checks and credential verification • Ability to maintain and retain suitability investigation and clearance as required • Proficiency navigating electronic systems, computer programs, and virtual service platforms • Preferred: Certified Employee Assistance Professional (CEAP) credential • Preferred: Call center, telehealth, employee assistance program, and people-leader management or supervisory experience

🏖️ Benefits

• Health and Wellness programs • Income Protection • Paid Leave • Retirement • Competitive compensation