What are the responsibilities and job description for the Military OneSource Call Center Supervisor - On Site position at Leidos?
Description
The MVHS Group at Leidos currently has an opening for a Call Center Supervisor to work in our Washington, D.C. area Call Center. 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 Service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system.
Call Center Supervisors provide counseling services as independent practitioners, particularly as an escalation point for at-risk cases. They lead, direct, and manage a network of triage consultants and monitor compliance with all referrals, warm handoff, electronic Case Management System (eCMS) reporting, security, safeguarding processes, procedures and directives.
The Military OneSource job postings are in anticipation of future work.
Primary Responsibilities:
Provides ongoing coaching and side-by-side training to consultants to improve their skills and improve customer service.
Monitors customer interactions (calls and live chats) to ensure that Triage Consultants are providing professional, high-quality services related to identifying participant inquiries or issues, providing a warm hand-off or referral, and/or providing information and resources to participants.
Provides feedback, guidance, and training as needed and handle escalation calls when necessary.
Monitors that all participants requesting and/or determined to be in need of non-medical counseling are provided with a Government-approved Privacy Act Statement (PAS), in accordance with the Military OneSource Privacy Impact Assessment (PIA) and System of Records Notice. Identifies patterns, trends, and recommended remedies.
Identifies areas of improvement and provides additional training or resources as needed.
Generates and analyzes call center performance reports.
Basic Qualifications:
Master’s degree from an accredited graduate program in a behavioral health related field such as social work, psychology, marriage/family therapy, or counseling.
A current valid unrestricted counseling license/certification from a State, D.C., a U.S. Commonwealth, or a U.S. Territory that grants the authority to provide counseling services as an independent practitioner in their respective fields.
Minimum of three years full-time, current, counseling experience post-licensure.
Documented counseling supervision, oversight and management experience.
Strong customer service skills, knowledge of call center operations, and knowledge and understanding of military lifestyle and culture.
Proven proficiency in: Microsoft based tools including word, outlook, excel; Web based research; Electronic Documentation Systems
U.S. citizens and must speak fluent English.
Ability to pass a criminal history and fingerprint background checks, and credential review/verification.
Preferred Qualifications:
Certified Employee Assistance Professional (CEAP) credential.
Veteran/military retiree, wounded warrior, and/or military spouse
Experience working with and/or for military communities
Call center experience
Telehealth experience
Employee assistance program (EAP) experience
People leader management or supervisory experience
Pay Range:
Pay Range $75,400.00 - $136,300.00The 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 (but are not limited to) 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.
Salary : $75,400 - $136,300
