Contact Center Supervisor- Overnight-Remote

Leidos; United States; Remote; USD 83,000 - 149,000; Full time

Job summary

Leidos Health and Services Sector is seeking an Overnight Contact Center Supervisor to lead a team of call center agents, ensuring secure, compliant operations and high-quality service. The role focuses on supervision, escalation for at-risk cases, and adherence to safeguarding protocols.

The position requires a Master’s degree in behavioral health, an active independent counseling license, and 3+ years of post-licensure experience along with strong leadership and customer service skills. U.S.

Qualifications

• Master’s degree in a behavioral health field.
• Current, valid independent counseling license.
• Minimum of three years of full-time, post-licensure counseling experience.
• Three years of documented experience providing counseling supervision, oversight, and management.
• Strong customer service skills and demonstrated knowledge of contact center operations.
• Strong background in suicide assessment and management.
• 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 goals
• 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.

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.

Skills

Leadership

Analytical

Communication

Customer Service

Team Management

Safeguarding Knowledge

Education

Master's degree in behavioral health

Tools

Microsoft Office Suite

Job description

Description

Leidos Health and Services Sector currently has an opening for a Contact Center Supervisor- Overnight. This is an exciting opportunity to use your experience supporting the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants, including military service members, their families, and eligible civilians, at locations worldwide. The Military OneSource program serves as a "one source" for resources and information encompassing a comprehensive support system.

*This position requires U.S. Citizenship

* Schedule Wed- Sat 8:30pm- 7:00am EST

Please be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.

The Contact Center Supervisor provides counseling services as an independent practitioner, serving as an escalation point for at-risk cases.

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.

Basic Qualifications

• Master's 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, the District of Columbia, a U.S. Commonwealth, or a U.S. Territory.
• Minimum of three years of full-time, post-licensure counseling experience.
• Three years of documented experience providing counseling supervision, oversight, and management.
• Strong customer service skills and demonstrated knowledge of contact center operations.
• Strong background in suicide assessment and management.
• 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.
• Contact center experience.
• Telehealth experience.
• Employee assistance program (EAP) experience.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Pay Range: Pay Range $82,550.00 - $149,225.00

The 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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Employment benefits include:

• competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave and Retirement

More details are available at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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