Contact Center Supervisor

Leidos Health & Civil Sector is seeking a highly motivated and experienced Contact Center Supervisor 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.

**This job posting is in anticipation of future work** It does not currently represent a funded opening. Reponses to your application may be delayed.

Contact Center Supervisors provide counseling services as independent practitioners, particularly as an escalation point for at-risk cases. They lead, direct, and manage a network of triage consultants and monitor compliance with all referrals, warm handoff, electronic Case Management System (eCMS) reporting, security, safeguarding processes, procedures and directives.

Primary Responsibilities:

• Provides ongoing coaching and side-by-side training to consultants to improve their skills and improve customer service.

• Monitors customer interactions (calls and live chats) to ensure that Triage Consultants are providing professional, high-quality services related to identifying participant inquiries or issues, providing a warm hand-off or referral, and/or providing information and resources to participants.

• Provides feedback, guidance, and training as needed and handle escalation calls when necessary.

• Monitors that all participants requesting and/or determined to be in need of non-medical counseling are provided with a Government-approved Privacy Act Statement (PAS), in accordance with the Military OneSource Privacy Impact Assessment (PIA) and System of Records Notice. Identifies patterns, trends, and recommended remedies.

• Identifies areas of improvement and provides additional training or resources as needed.

• Generates and analyzes call center performance reports.

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 with a minimum of three 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.

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.