Contact Center Supervisor- Overnight

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