Support Navigator Supervisor

Leidos Health & Civil Sector is seeking a highly motivated and experienced Support Navigator 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.

The Support Navigator Supervisor:

• Leads, directs and manages a team of Support Navigators who is responsible for all Contact Center outbound contact services.

• Plans and coordinates all outbound contact service operations and ensures that approval to contact has been obtained for all participant outbound contact being made.

• As directed by the Government, assess and implement additional outbound contact services and tools in order to meet changing needs.

Primary Responsibilities:

• Supports and monitors a team of Support Navigators and provided 1:1 supervision.

• Monitors and tracks the quality of translation services, including turn-around times and handles special requests such as document certification.

• Monitors progress against and reporting on established outbound contact and translation services SLAs, and determines if services delivered met the requirements, needs, and expectations of the participants.

• Monitors compliance with all security and safeguarding processes, procedures and directives.

• Provides feedback and guidance for process and service improvement and handles escalation calls when necessary.

• Identifies patterns, trends, and recommended remedies.

• Establishes and maintains quality assurance processes to ensure that support services meet or exceed established standards.

• Facilitates access to a wide range of services, resources, and systems by coordinating client referrals and connections.

• Uses data for reporting, analysis, and program improvement.

Basic Qualifications:

• Master's degree in social science field (Psychology, Social Work, Sociology, etc.).

• Minimum 3 years call center customer service experience with 2+ years experience supervising teams.

• 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. citizen and ability to speak fluent English.

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

• 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:

• Life coaching certification.

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

• Experience working with and/or for military communities

• 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.