Call Center Supervisor

Leidos

Call Center Supervisor overseeing call center agents for Military OneSource program. Delivering counseling services, managing operations, and ensuring compliance with standards.

Posted 4/22/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $82,550 - $149,225 per yearWebsite

About the role

Key responsibilities & impact

Serve as the clinical escalation point for at-risk and complex cases, providing counseling services as an independent practitioner when necessary.
Lead, direct, and manage a team of call center agents, ensuring high-quality service delivery and adherence to program standards.
Provide ongoing coaching, side-by-side training, and performance feedback to improve consultant skills and customer service outcomes.
Monitor live calls and chats to ensure professional, high-quality interactions, accurate identification of needs, appropriate warm hand-offs and referrals, and proper delivery of information and resources.
Oversee compliance with referral processes, warm hand-offs, case management system documentation requirements, and all applicable security and safeguarding procedures.
Identify performance trends, compliance patterns, and areas for improvement, and implement corrective actions, additional training, or resources as needed.
Generate, review, and analyze call center performance reports to monitor operational effectiveness and service quality.
Handle escalation calls and provide guidance or intervention as required.

Requirements

What you’ll need

Master’s degree from an accredited graduate program in Social Work, Psychology, Marriage and Family Therapy, Counseling, or a related behavioral health field.
Current, valid, unrestricted independent counseling license issued by a State, District of Columbia, U.S. Commonwealth, or U.S. Territory.
Minimum of three years of full-time, post-licensure counseling experience.
Minimum of three years of documented experience providing counseling supervision, oversight, and team management.
Demonstrated strong customer service skills and knowledge of call center operations.
Ability to build strong customer relationships and deliver solutions.
Proficiency in Microsoft Office applications (Word, Outlook, Excel), web-based research, and electronic documentation systems.
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.

Benefits

Comp & perks

Health and Wellness programs
Income Protection
Paid Leave
Retirement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

counselingcase managementperformance analysiscustomer serviceteam managementcoachingtrainingcompliance monitoringescalation managementbehavioral health

Soft Skills

leadershipcommunicationrelationship buildingproblem-solvinginterpersonal skillsorganizational skillsfeedback deliveryadaptabilitycritical thinkingconflict resolution

Certifications

independent counseling licenseMaster’s degree in Social WorkMaster’s degree in PsychologyMaster’s degree in Marriage and Family TherapyMaster’s degree in Counseling