Contact Center Supervisor

🔥 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 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

🎯 Requirements

• U.S. Citizenship and fluency in English required • 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 • Three years of documented experience providing counseling supervision, oversight, and management • Strong customer service skills and demonstrated knowledge of contact center operations • Strong background in suicide assessment and management • 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 • 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 (preferred) • Contact center experience (preferred) • Telehealth experience (preferred) • Employee assistance program (EAP) experience (preferred)

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