Overnight Contact Center Supervisor – Behavioral Health

Leidos; Oregon; Hybrid; USD 83,000 - 149,000; Full time

Job summary

Leidos Health and Services Sector seeks a Contact Center Supervisor- Overnight to support Military OneSource, a 24/7 service for military members and families. The role oversees a team of call center agents, ensuring compliance and high-quality service delivery.

Responsibilities include coaching, monitoring calls, reporting SLAs, and escalating at-risk cases, with a focus on security and safeguarding protocols.

Qualifications

• Master’s degree from an accredited graduate program in a behavioral health field.
• Current, valid, unrestricted 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.
• U.S. citizenship and fluency in English required.

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 SLAs and operational standards.
• Provide operational updates and feedback to leadership as required.
• Perform additional duties as assigned.

Skills

Customer service skills

Leadership

Communication skills

Analytical skills

Counseling/mentoring

Education

Master’s degree in behavioral health

Independent counseling license

Job description

Leidos Health and Services Sector seeks a Contact Center Supervisor- Overnight to support Military OneSource, a 24/7 service for military members and families. The role oversees a team of call center agents, ensuring compliance and high-quality service delivery.

Responsibilities include coaching, monitoring calls, reporting SLAs, and escalating at-risk cases, with a focus on security and safeguarding protocols.