Behavioral Health Contact Center Supervisor – Overnight

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver counseling services as an independent practitioner, serving as a clinical escalation point for at-risk and complex cases.

• Lead, manage, and direct a team of call center agents.

• Ensure the delivery of high-quality services and compliance with program standards.

• Provide continuous coaching, side-by-side training, and constructive performance feedback.

• Monitor live calls and chats to ensure professional interactions, accurate needs identification, warm hand-offs, referrals, and effective information delivery.

• Oversee adherence to compliance protocols regarding referral processes, warm hand-offs, case management documentation, security, and safeguarding measures.

• Identify trends in performance, compliance, and areas for improvement.

• Implement corrective actions, additional training, or resources as required.

• Generate, review, and analyze performance reports for the call center.

• Manage escalation calls, providing necessary guidance or intervention.

• Ensure effective oversight of daily operations within the center.

⛳️ Requirements

• 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, the District of Columbia, a U.S. Commonwealth, or a U.S. Territory.

• A minimum of three years of full-time counseling experience post-licensure.

• At least three years of documented experience in providing counseling supervision, oversight, and team management.

• Proven strong customer service skills and familiarity with call center operations.

• Ability to cultivate strong customer relationships and provide effective solutions.

• Demonstrated strong business and financial acumen.

• Capacity to develop strategies, plan, and prioritize work in alignment with program/organization goals while delivering solutions for the business.

• Ability to establish clear responsibilities, processes, and accountability measures for the team.

• Skilled in building effective teams and nurturing talented team members.

• Capability to assist employees in achieving their career and organizational aspirations.

• Proficient in motivating, driving engagement, and earning trust through honesty, integrity, and authenticity.

• Ability to consistently achieve results in challenging situations and manage complex circumstances.

• Proficiency in Microsoft Office applications (Word, Outlook, Excel), web-based research, and electronic documentation systems.

• U.S. citizenship and fluency in English are required.

• Ability to successfully pass criminal history, fingerprint background checks, and credential verification.

• Capability to maintain and retain suitability investigation and clearance as mandated.

• Proficient in using electronic systems, computer programs, and virtual service platforms.

• A separate, quiet, private, and confidential workspace is essential.

• Reliable high-speed internet, hardwired to the home via coax or fiber from the ISP; mobile-device tethering and wireless ISP are not acceptable.

🏝️ Benefits

• Remote work arrangement.

• Overnight shift: Wed-Sat, 8:30 PM - 7 AM.

• Opportunity to contribute to the Military OneSource mission.

• Access to a separate, quiet, private, and confidential home workspace arrangement.

• Support for work-from-home high-speed wired internet requirements.

• Potential eligibility for additional compensation factors based on responsibilities, education, experience, knowledge, skills, abilities, internal equity, market data, bargaining agreements, or applicable law.