Contact Center Operations Manager

Leidos Health & Civil Sector is seeking a highly motivated and experienced Contact Center Operations Manager to join our team. This position directly supports programs which provide a broad array of information, resources, referrals, mental health coaching and specialized support for military members and their families worldwide. These programs are directly responsible for supporting military community quality of life issues.

The Contact Center Operations Manager is responsible for providing team oversight of all contact center services, particularly as an escalation point for at-risk cases or staff concerns. They lead, direct, and manage a network of Contact Center Supervisors and monitor compliance with all referrals, warm handoff, electronic Case Management System (eCMS) reporting, security, safeguarding processes, procedures and directives. Review and provide feedback on Contact Center SLAs and call/chat metrics.

Primary Responsibilities:

• Manages a team of clinical supervisors to assure policy compliance and SLA metrics are being met for their team.

• Regularly meets with and provides operational updates to the Director of Contact Center Operations (and other program directors, as needed).

Basic Qualifications:

• Master’s degree from an accredited graduate program in a behavioral health related field such as social work, psychology, marriage/family therapy, or counseling and a minimum of Five years full-time, current, counseling experience post-licensure.

• A current valid unrestricted counseling license/certification from a State, D.C., a U.S. Commonwealth, or a U.S. Territory that grants the authority to provide counseling services as an independent practitioner in their respective fields.

• Documented counseling supervision, oversight and management experience.

• Strong customer service skills, knowledge of call center operations, and knowledge and understanding of military lifestyle and culture.

• Proven proficiency in: Microsoft based tools including word, outlook, excel; Web based research; Electronic Documentation Systems.

• U.S. citizens and must speak fluent English.

• Ability to pass a criminal history and fingerprint background checks, and credential review/verification.

• Ability to obtain and/or maintain a Public Trust Security Clearance.

• This position is a remote position and requires a quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home. Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Preferred Qualifications:

• Certified Employee Assistance Professional (CEAP) credential.

• Veteran/military retiree, wounded warrior, and/or military spouse.

• Experience working with and/or for military communities.

• Call center experience.

• Telehealth experience.

• Employee assistance program (EAP) experience.

• People leader management or supervisory experience.

Original Posting:

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.