[Hiring] Behavioral Health Contact Center Supervisor @Leidos

Role Description

Leidos Health and Services Sector currently has an opening for an overnight Behavioral Health Contact Center Supervisor to work remotely. This is an exciting opportunity to use your experience helping 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 which includes military service members, their families, and eligible civilians at locations worldwide.

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

• 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.

Qualifications

• Master’s degree from an accredited graduate program in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field.
• 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.
• Minimum of three years of documented experience providing counseling supervision, oversight, and team management.
• Demonstrated strong customer service skills and 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 (Word, Outlook, Excel), web-based research, and electronic documentation systems.
• 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.
• This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home). Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Requirements

• Certified Employee Assistance Professional (CEAP) credential (preferred).
• Call center experience (preferred).
• Telehealth experience (preferred).
• Employee assistance program (EAP) experience (preferred).
• People leader management or supervisory experience (preferred).

Benefits

• Pay Range: $82,550.00 - $149,225.00.
• The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary.
• Additional factors considered in extending an offer include 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.

Company Description

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.