# Contact Center Supervisor- Overnight

**Company**: Leidos Health and Services Sector
**Location**: 6314 Remote/Teleworker US
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $82,550.00 - $149,225.00
**Category**: Customer Service
**Industry**: Healthcare

**Apply**: https://leidos.wd5.myworkdayjobs.com/en-US/External/job/6314-RemoteTeleworker-US/Contact-Center-Supervisor--Overnight-Remote_R-00196297?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_587bfeab-864

## Description

We are seeking a Contact Center Supervisor- Overnight to support the Military OneSource mission. The successful candidate will lead, direct, and manage a team of call center agents while ensuring effective on-site oversight of daily center operations.

The Contact Center Supervisor provides counseling services as an independent practitioner, serving as an escalation point for at-risk cases.

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 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:

- 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/organisation 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 organisational 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.

- U.S. citizenship and fluency in English required.

- 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.

Preferred Qualifications:

- Certified Employee Assistance Professional (CEAP) credential.

- Contact center experience.

- Telehealth experience.

- Employee assistance program (EAP) experience.

Salary Range: $82,550.00 - $149,225.00

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- Microsoft Office
- counseling
- suicide assessment
- leadership
- analytical skills
- communication skills

### Nice to have
- Certified Employee Assistance Professional (CEAP)
- contact center experience
- telehealth experience
- EAP experience

---

Source: [Apply at leidos.wd5.myworkdayjobs.com](https://leidos.wd5.myworkdayjobs.com/en-US/External/job/6314-RemoteTeleworker-US/Contact-Center-Supervisor--Overnight-Remote_R-00196297?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)