Contact Center Supervisor

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

📋 Description

• Provide clinical oversight and act as the escalation point for at-risk and complex cases within the Call Center.

• Lead, guide, and manage a team of practitioners to ensure efficient daily operations and high-quality service delivery.

• Offer continuous coaching, mentoring, and hands-on training to consultants to enhance their performance and customer service outcomes.

• Monitor live calls and chats to guarantee professional, high-quality interactions, appropriate warm hand-offs, accurate referrals, and proper delivery of information and resources.

• Ensure adherence to referral processes, warm handoffs, electronic case management system documentation requirements, and all relevant security and safeguarding protocols.

• Identify performance trends, compliance gaps, and areas needing improvement, and implement corrective measures, additional training, or resource enhancements as necessary.

• Manage escalation calls and provide direct intervention when required.

• Generate, review, and analyze call center performance and quality reports to monitor compliance with Service Level Agreements (SLAs) and operational standards.

• Provide operational updates and feedback to leadership as needed.

• Perform additional responsibilities as assigned.

⛳️ Requirements

• U.S. Citizenship and fluency in English are mandatory.

• 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.

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

• Three years of documented experience in providing counseling supervision, oversight, and management.

• Strong customer service skills and proven knowledge of contact center operations.

• A solid background in suicide assessment and management.

• Capacity to build strong customer relationships and deliver effective solutions.

• Ability to demonstrate strong business and financial acumen.

• Capability to develop strategies, plan, and prioritize work aligned with program/organization goals, and deliver solutions for the business.

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

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

• Ability to assist employees in achieving both their career and organizational goals.

• Capacity to motivate, drive engagement, and gain trust through honesty, integrity, and authenticity from your team.

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

• Proficiency in Microsoft Office applications including Word, Outlook, and Excel, along with web-based research and electronic documentation systems.

• Strong leadership, analytical, and communication skills.

• Ability to successfully clear criminal history, fingerprint background checks, and credential verification is required.

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

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

• Certified Employee Assistance Professional (CEAP) credential is preferred.

• Experience in a contact center is preferred.

• Telehealth experience is preferred.

• Experience with employee assistance programs (EAP) is preferred.

🏝️ Benefits

• Comprehensive health benefits package.

• Retirement savings plan with employer matching.

• Opportunities for professional development and continuing education.

• Work-life balance initiatives.

• Supportive team environment.