On-Site Call Center Supervisor

This role:

• Leads directs and manages a team of call center agents while ensuring effective on-site oversight of daily center operations.

• Monitors compliance with referral processes warm handoffs case management system reporting requirements and all applicable security and safeguarding procedures and directives to ensure adherence to established standards and protocols.

• Serves as an escalation point for at-risk cases.

Job 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.

Available Shifts (No rotation required)

• Mon-Fri - 8:00a - 4:30p

• Mon-Fri - 9:00a - 5:30p

Basic Qualifications

• Masters 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 District of Columbia U.S. Commonwealth or U.S. Territory.

• Minimum of three years of full-time post-licensure counseling experience.

• Documented experience providing counseling supervision oversight and management.

• Strong customer service skills and demonstrated knowledge of call center operations.

• 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/organization 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 organizational 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.

• Call center experience.

• Telehealth experience.

• Employee assistance program (EAP) experience.

• People leader management or supervisory experience.