Overnight Contact Center Lead – Counseling & Escalations

Leidos; United States; Remote; USD 83.000 - 149.000; Vollzeit

Benefits dieser Stelle

Health and wellness programs

Paid leave and retirement

Zusammenfassung

Leidos Health and Services Sector is seeking a Contact Center Supervisor for overnight shifts to support the Military OneSource mission, a 24/7 program serving service members, their families, and eligible civilians worldwide.

The role leads a team of call center agents, ensures compliance with processes and security, and provides escalation for at‑risk cases. Strong leadership and counseling background are required, with fluency in English.

Qualifikationen

• Master’s degree 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 U.S. state or territory.
• Minimum of three years of post-licensure counseling experience.
• Three years of documented experience providing counseling supervision, oversight, and management.
• Strong customer service skills and knowledge of contact center operations.
• Strong background in suicide assessment and management.

Aufgaben

• Provide clinical oversight and escalation 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.
• Monitor live calls and chats for professional interactions and accurate referrals.
• Ensure compliance with referral processes, case management documentation, and safeguarding protocols.
• Identify performance trends and implement corrective actions and training as needed.
• Handle escalation calls and provide direct intervention when necessary.
• Generate and analyze call center performance reports to monitor SLAs and standards.
• Provide operational updates and feedback to leadership.

Kenntnisse

Leadership

Customer service

Communication

Team management

Problem solving

Ausbildung

Master’s degree in behavioral health

Licensed independent counseling license

Tools

Microsoft Office

Case management software

Jobbeschreibung

Leidos Health and Services Sector is seeking a Contact Center Supervisor for overnight shifts to support the Military OneSource mission, a 24/7 program serving service members, their families, and eligible civilians worldwide.

The role leads a team of call center agents, ensures compliance with processes and security, and provides escalation for at‑risk cases. Strong leadership and counseling background are required, with fluency in English.