IT Contact Center Supervisor
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Job Description
Remote supervisor leading Revelations’ inTransition behavioral-health contact center team. Overseeing service quality, crisis escalation, staffing, coaching, and compliance for military-connected callers.
Responsibilities:
- 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
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