IT Contact Center Supervisor

Job not on LinkedIn

🔥 17 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $50k - $54k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Revelations

WebsiteLinkedInAll Job Openings

1 - 1 employees

Revelations is a company name for which no descriptive information is present in the supplied text. The provided content is LinkedIn website and cookie-policy UI text and does not describe Revelations' business, products, or services. Based solely on the provided material, I cannot determine what Revelations does, its sector, or markets served. Additional company-specific information (website, LinkedIn profile text, product descriptions, or industry keywords) is needed to produce an accurate description and industry tags.

📋 Description

• Supervise, coach, and develop the inTransition Customer Service Representative team • Oversee daily call center operations and drive employee and team performance • Ensure compliance with Defense Health Agency Psychological Center of Excellence inTransition program requirements and Revelations policies and procedures • Ensure service, accuracy, documentation, and quality expectations are met while supporting Service Members, Veterans, and their families seeking or transitioning psychological health care • Provide operational oversight and coordinate with Mental Health Coaches or designated clinical personnel when callers require clinical or crisis-related support • Monitor call center performance, identify training needs, and develop staff action plans • Review real-time and historical reporting to ensure service levels, quality standards, and contract requirements are met • Review call records and approved-system entries for accuracy, completeness, timely documentation, and appropriate handling of inquiries and referrals • Counsel employees regarding job performance and conduct • Develop and monitor Performance Improvement Plans and draft performance evaluations for management review • Consult with management and Human Resources regarding performance or behavioral concerns • Coach employees on communication, empathy, de-escalation, documentation, call handling, time management, and compliance with established workflows • Confirm representatives follow inTransition protocols, approved scripts, documentation requirements, and escalation procedures • Ensure prompt escalation of clinical, suicide-risk, self-harm, harm-to-others, abuse, severe distress, and other safety concerns • Partner with workforce management and program leadership to plan and adjust schedules and maintain call center coverage • Assist with employee selection, new-hire training, onboarding, and ongoing training initiatives • Conduct staff meetings and communicate program updates, workflow changes, performance expectations, and issues • Assist representatives with escalated service concerns and difficult or abusive callers • Perform Customer Service Representative duties as needed while maintaining operational oversight • Maintain regular and reliable attendance and perform other related duties as assigned

🎯 Requirements

• High School Diploma or G.E.D. • U.S. Citizenship • Must be able to receive a favorable Interim and adjudicated final Department of Defense background investigation • Three or more years of experience in a contact center customer service environment, including experience in a medical, behavioral health, hospital, care management, or human services setting • Two years of supervisory or leadership experience leading teams to meet performance, service, and quality targets • Experience handling or supporting escalated, crisis-related, or emotionally sensitive customer contacts in accordance with established protocols • Excellent verbal and written communication skills • Strong employee coaching, performance management, conflict resolution, and presentation skills • Ability to listen with empathy, de-escalate difficult interactions, and support employees handling high-stress or crisis-related calls • Ability to interpret call center reports, recognize performance trends, and develop effective action plans • Strong organizational, problem-solving, multitasking, and time-management skills • Ability to apply policies and procedures consistently, exercise sound judgment, and recognize when clinical escalation is required • Proficiency with Microsoft Office Suite, call center technology, customer relationship management systems, and related program software • Ability to work 08:00 - 20:00 EST, Monday-Friday • Prolonged periods sitting at a desk and working on a computer, including extended telephone or headset use • Must be able to lift up to 15 pounds at times

🏖️ Benefits

• Equal employment opportunity protections • Potentially other duties as assigned