Instructional Design Specialist

Supervise, coach, and develop the inTransition Customer Service Representative team Oversee daily call center operations and drive employee and team performance Ensure compliance with Defense Health Agency Psychological Center of Excellence inTransition program requirements and Revelations policies and procedures Ensure service, accuracy, documentation, and quality expectations are met while supporting Service Members, Veterans, and their families seeking or transitioning psychological health care Provide operational oversight and coordinate with Mental Health Coaches or designated clinical personnel when callers require clinical or crisis-related support Monitor call center performance, identify training needs, and develop staff action plans Review real-time and historical reporting to ensure service levels, quality standards, and contract requirements are met Review call records and approved-system entries for accuracy, completeness, timely documentation, and appropriate handling of inquiries and referrals Counsel employees regarding job performance and conduct Develop and monitor Performance Improvement Plans and draft performance evaluations for management review Consult with management and Human Resources regarding performance or behavioral concerns Coach employees on communication, empathy, de-escalation, documentation, call handling, time management, and compliance with established workflows Confirm representatives follow inTransition protocols, approved scripts, documentation requirements, and escalation procedures Ensure prompt escalation of clinical, suicide-risk, self-harm, harm-to-others, abuse, severe distress, and other safety concerns Partner with workforce management and program leadership to plan and adjust schedules and maintain call center coverage Assist with employee selection, new-hire training, onboarding, and ongoing training initiatives Conduct staff meetings and communicate program updates, workflow changes, performance expectations, and issues Assist representatives with escalated service concerns and difficult or abusive callers Perform Customer Service Representative duties as needed while maintaining operational oversight Maintain regular and reliable attendance and perform other related duties as assigned Requirements High School Diploma or G.E.D. U.S. Citizenship Must be able to receive a favorable Interim and adjudicated final Department of Defense background investigation Three or more years of experience in a contact center customer service environment, including experience in a medical, behavioral health, hospital, care management, or human services setting Two years of supervisory or leadership experience leading teams to meet performance, service, and quality targets Experience handling or supporting escalated, crisis-related, or emotionally sensitive customer contacts in accordance with established protocols Excellent verbal and written communication skills Strong employee coaching, performance management, conflict resolution, and presentation skills Ability to listen with empathy, de-escalate difficult interactions, and support employees handling high-stress or crisis-related calls Ability to interpret call center reports, recognize performance trends, and develop effective action plans Strong organizational, problem-solving, multitasking, and time-management skills Ability to apply policies and procedures consistently, exercise sound judgment, and recognize when clinical escalation is required Proficiency with Microsoft Office Suite, call center technology, customer relationship management systems, and related program software Ability to work 08:00 - 20:00 EST, Monday-Friday Prolonged periods sitting at a desk and working on a computer, including extended telephone or headset use Must be able to lift up to 15 pounds at times Core Competencies Demonstrates strong leadership and coaching abilities in a call center environment, ensuring compliance with established protocols while effectively managing performance and service quality. Proficient in crisis management and employee development, with a focus on supporting service members and their families in psychological health care transitions. Highest-signal resume keywords Call Center Operations Management Employee Coaching and Development Crisis Management and De-Escalation Performance Management and Improvement Microsoft Office Suite Proficiency Hard Skills Call Center Technology Customer Relationship Management Systems Performance Reporting and Analysis Crisis-Related Customer Support Documentation Accuracy and Compliance Soft Skills Empathy Conflict Resolution Communication Skills Organizational Skills Time Management Certifications & Qualifications High School Diploma or G.E.D. Department of Defense Background Investigation Eligibility Industry Keywords Behavioral Health Human Services Customer Service Performance Targets Quality Standards #J-18808-Ljbffr