On-Site Call Center Operations Manager
Job Location:
Washington DC, WA - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
The On-Site Call Center Operations Manager provides oversight of all Call Center services serving as an escalation point for specified cases and staff concerns.
This role:
Leads directs and manages a team of Call Center Supervisors while ensuring operational effectiveness across the Call Center
Monitors compliance with referral processes warm handoffs electronic case management system reporting requirements and all applicable security and safeguarding procedures and directives.
Reviews and provides feedback on Call Center Service Level Agreements (SLAs) as well as call and chat performance metrics to ensure adherence to established standards and continuous service improvement.
Job Responsibilities
Provide operational oversight of all Call Center services to ensure effective compliant and high-quality service delivery.
Serve as the primary escalation point for at-risk cases complex situations and staff concerns.
Lead direct and manage a team of Call Center Supervisors and clinical supervisors to ensure policy compliance and achievement of Service Level Agreement (SLA) metrics.
Monitor compliance with referral processes warm handoffs electronic case management system documentation requirements and all applicable security and safeguarding directives.
Review and analyze SLA performance data call and chat metrics and quality indicators to ensure adherence to established standards and drive continuous service improvement.
Provide coaching guidance and performance oversight to supervisory staff to maintain operational excellence.
Regularly meet with and provide operational updates to the Director and other program leadership as required.
Ensure adherence to contractual regulatory and program standards across all call center functions.
Support quality assurance initiatives and implement corrective actions as needed to improve service delivery outcomes.
Perform additional duties as assigned.
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 five 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.
If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.
Original Posting:
June 25 2026For 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:
Pay Range $82550.00 - $149225.00The Leidos pay range for this job level is a general guideline onlyand 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.
Required Experience:
Manager
About Company
Leidos is an innovation company rapidly addressing the world's most vexing challenges in national security and health. Our 47,000 employees collaborate to create smarter technology solutions for customers in these critical markets.
