Behavioral Health Contact Center Supervisor
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Behavioral health contact center supervisor supporting Leidos’ Military OneSource counseling program. Overseeing practitioners, escalations, quality standards, referrals, and 24/7 support operations.
Responsibilities:
- 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
Similar Jobs
Fraud Call Center Representative
Customer Service Representative II managing calls, chats, and emails regarding fraud concerns. Engaging with customers to provide solutions in a fast-paced remote call center environment.
Call Center Agent – Sales
Call Center Agent handling customer inquiries for telecom sales and contract renewals. Offer training and flexible working hours in a fully remote setup.
Atención al Cliente, Call Center - Turno Tarde
Customer Support Advisor for Entel Peru handling inbound customer inquiries remotely. Providing solutions and guidance while achieving sales targets in a virtual setting.
Asesor de Call Center – Portabilidad, Clientes interesados
Teleoperador para contactar a clientes de otro operador y ofrecer beneficios de Entel. Puesto 100% remoto en sector de telecomunicaciones.
Asesor de Ventas Call Center, Remarketing
Teleoperador de Televentas para Entel. Contactar clientes de otros operadores para informar sobre los beneficios de Entel y realizar la portabilidad.
Asesor de Call Center – Portabilidad Entel
Teleoperator for Entel handling outbound tele-sales, facilitating customer portability from other operators. Full-time remote role with training and fixed hours.
Asesor de Ventas Call Center, Remarketing Público
Telemarketer contacting clients of other operators for Entel benefits service portability. Full-time position with remote work in Peru.
Seasonal Bilingual Benefits Specialist – Call Center
Bilingual Benefits Specialist responsible for employee services and benefit administration for Workday customers. Providing support through Workday technologies and ensuring timely service to clients.
Seasonal Benefits Specialist, Call Center
Benefits Specialist managing employee benefits administration with Workday technology. Delivering professional customer service and supporting benefit-related inquiries and resolutions.
Contact Center Supervisor
Contact Center Supervisor overseeing the day-to-day operations and staff to ensure service quality. Driving performance improvements and customer satisfaction at Modivcare.
Call Center Supervisor
Call Center Supervisor leading a team delivering high-quality support in a fast-paced, service-driven environment. Overseeing operations and coaching team members using data insights to drive performance.
Patient Scheduler – Call Center
Patient Scheduler for Axia Women's Health providing remote support to patients in scheduling and inquiries. Collaborating with clinical staff and ensuring compliance with healthcare standards.
Outbound Call Center Supervisor
Outbound Call Center Supervisor managing daily operations of the outbound team in a fast-scaling international marketing company. Focus on iGaming industry with team performance monitoring and improvement.
Connection Advisor Associate, Call Center, Healthcare Scheduler
Connection Advisor Associate role in a healthcare call center managing patient scheduling and inquiries. Requires bilingual Spanish skills and experience in customer service and call center environments.
VP, Contact Center
Vice President, Contact Center at Disney leading enterprise-wide strategies for member experiences and organizational growth. Responsible for performance and transformation of contact center channels.
Call Center Supervisor
Call Center Supervisor managing customer service and technical support operations for Titan Technologies. Responsible for coaching team members and ensuring service levels are met.
Seasonal Benefits Specialist – Call Center
Benefits Specialist supporting Employee Services Team with Workday technologies. Responsible for processing benefits and resolving administration service issues for internal and external customers.
Asesor de Ventas – Renovaciones
Sales Associate for call center renewals with Claro, offering exclusive promotions and benefits to customers. Requires a minimum of 3 months sales experience in call centers in Lima and surrounding areas.
Asesor de Ventas – Renovaciones
Sales Advisor in a Remote Call Center for Claro, offering mobile upgrades and exclusive promotions. Must have PC, internet, and relevant experience in Lima or other Provinces.