IT Contact Center Supervisor

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

📋 Description

• Lead, mentor, and enhance the capabilities of the inTransition Customer Service Representative team.

• Manage daily operations of the call center and promote both individual and team performance.

• Ensure adherence to the Defense Health Agency Psychological Center of Excellence inTransition program standards, along with Revelations policies and procedures.

• Guarantee that service, accuracy, documentation, and quality expectations are fulfilled while assisting Service Members, Veterans, and their families in seeking or transitioning psychological health care.

• Provide operational oversight and collaborate with Mental Health Coaches or designated clinical staff when callers need clinical or crisis support.

• Evaluate call center performance, identify training requirements, and create staff action plans.

• Analyze real-time and historical reports to ensure compliance with service levels, quality benchmarks, and contract stipulations.

• Review call records and approved system entries for accuracy, completeness, timely documentation, and proper management of inquiries and referrals.

• Advise employees on job performance and behavior.

• Formulate and track Performance Improvement Plans and prepare performance evaluations for management review.

• Consult with management and Human Resources about performance or behavioral issues.

• Guide employees in communication, empathy, de-escalation, documentation, call handling, time management, and adherence to established workflows.

• Ensure representatives adhere to inTransition protocols, approved scripts, documentation requirements, and escalation procedures.

• Promptly escalate clinical, suicide-risk, self-harm, harm-to-others, abuse, severe distress, and other safety concerns.

• Collaborate with workforce management and program leadership to schedule and maintain call center coverage.

• Assist in employee selection, new-hire training, onboarding, and ongoing training programs.

• Conduct staff meetings to communicate program updates, workflow modifications, performance expectations, and other relevant issues.

• Support representatives with escalated service issues and challenging or abusive callers.

• Perform Customer Service Representative duties as necessary while overseeing operations.

• Maintain consistent and reliable attendance and undertake other related tasks as assigned.

⛳️ Requirements

• High School Diploma or G.E.D.

• U.S. Citizenship.

• Must be eligible to undergo a favorable Interim and adjudicated final Department of Defense background investigation.

• Minimum of three years of experience in a contact center customer service environment, preferably in medical, behavioral health, hospital, care management, or human services settings.

• At least two years of supervisory or leadership experience guiding teams to achieve performance, service, and quality objectives.

• Experience managing or supporting escalated, crisis-related, or emotionally sensitive customer interactions in line with established protocols.

• Exceptional verbal and written communication abilities.

• Strong skills in employee coaching, performance management, conflict resolution, and presentation.

• Capability to listen empathetically, de-escalate challenging interactions, and assist employees dealing with high-stress or crisis-related calls.

• Ability to analyze call center reports, identify performance trends, and formulate effective action plans.

• Strong organizational, problem-solving, multitasking, and time-management capabilities.

• Proficient in applying policies and procedures consistently, exercising sound judgment, and recognizing when clinical escalation is necessary.

• Familiarity with Microsoft Office Suite, call center technologies, customer relationship management systems, and related software.

• Availability to work from 08:00 to 20:00 EST, Monday through Friday.

• Capable of sitting for extended periods at a desk and working on a computer, which includes prolonged telephone or headset usage.

• Must be able to lift up to 15 pounds occasionally.

🏝️ Benefits

• Equal employment opportunity protections.

• Potentially other duties as assigned.