Contact Center Supervisor – Overnight

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

📋 Description

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

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

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

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

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

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

• Manage escalation calls and provide direct intervention when required.

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

• Provide operational updates and feedback to leadership as needed.

• Perform additional duties as assigned.

⛳️ Requirements

• 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.

• 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.

• Solid background in suicide assessment and management.

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

• Ability to demonstrate strong business and financial acumen.

• Capacity to develop strategy, plan and prioritize work aligned with program/organization goals, and deliver business solutions.

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

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

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

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

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

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

• Strong leadership, analytical, and communication skills.

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

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

• Ability to maintain and retain suitability investigation and clearance as required.

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

• Preferred: Certified Employee Assistance Professional (CEAP) credential.

• Preferred: Experience in contact centers.

• Preferred: Experience in telehealth.

• Preferred: Experience in employee assistance programs (EAP).

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plans with employer matching.

• Professional development opportunities and continuing education support.

• Flexible work schedules and remote work options.

• Employee assistance programs for personal and professional support.