On-Site Call Center Operations Manager

The On-Site Call Center Operations Manager provides oversight of all Call Center services, serving as an escalation point for specified cases and staff concerns. This role: Leads, directs, and manages a team of Call Center Supervisors while ensuring operational effectiveness across the Call Center. Monitors compliance with referral processes, warm handoffs, electronic case management system reporting requirements, and all applicable security and safeguarding procedures and directives. Reviews and provides feedback on Call Center Service Level Agreements (SLAs) as well as call and chat performance metrics to ensure adherence to established standards and continuous service improvement. Job Responsibilities Provide operational oversight of all Call Center services to ensure effective, compliant, and high-quality service delivery. Serve as the primary escalation point for at-risk cases, complex situations, and staff concerns. Lead, direct, and manage a team of Call Center Supervisors and clinical supervisors to ensure policy compliance and achievement of Service Level Agreement (SLA) metrics. Monitor compliance with referral processes, warm handoffs, electronic case management system documentation requirements, and all applicable security and safeguarding directives. Review and analyze SLA performance data, call and chat metrics, and quality indicators to ensure adherence to established standards and drive continuous service improvement. Provide coaching, guidance, and performance oversight to supervisory staff to maintain operational excellence. Regularly meet with and provide operational updates to the Director and other program leadership as required. Ensure adherence to contractual, regulatory, and program standards across all call center functions. Support quality assurance initiatives and implement corrective actions as needed to improve service delivery outcomes. Perform additional duties as assigned. Basic Qualifications 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, District of Columbia, U.S. Commonwealth, or U.S. Territory. Minimum of five years of full-time, post-licensure counseling experience. Documented experience providing counseling supervision, oversight, and management. Strong customer service skills and demonstrated knowledge of call center operations. Ability to build strong customer relationships and deliver solutions. Ability to exhibit strong business and financial acumen. Ability to develop strategy, plan and prioritize work aligned to program/organization goals, and deliver solutions for the business. Ability to establish clear responsibilities, processes and accountability measures for your team. Ability to build effective teams and talented team members. Ability to assist employees in meeting both their career and organizational goals. Ability to motivate, drive engagement, vision, and gain trust through honesty, integrity, and authenticity from your team. Ability to consistently achieve results under tough 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 required. Ability to successfully pass criminal history, fingerprint background checks, and credential verification required. Ability to maintain and retain suitability investigation and clearance as required. Proficient in navigating electronic systems, computer programs, and virtual service platforms. Preferred Qualifications Certified Employee Assistance Professional (CEAP) credential. Call center experience. Telehealth experience. Employee assistance program (EAP) experience. People leader management or supervisory experience. Pay Range Pay Range $82,550.00 - $149,225.00 Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws. #J-18808-Ljbffr Dr. Mylissa's Medical Boutique