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Contact Center Operations Manager
LeidosContact Center Operations Manager leading team of Call Center Supervisors ensuring operational effectiveness. Overseeing compliance and service quality at MilitaryOneSource's contact center.
Posted 7/23/2026full-timeWashington • District of Columbia, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $82,550 - $149,225 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in operational oversight of Contact Center services, with a strong focus on compliance, performance analysis, and team management. Holds a Master’s degree in a behavioral health field and possesses a valid independent counseling license, ensuring high standards in counseling supervision and customer service.
Highest-signal resume keywords
Master’s Degree In Behavioral HealthIndependent Counseling LicenseCounseling Supervision ExperienceMicrosoft Office ProficiencyCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Counseling SupervisionPerformance AnalysisSLA MonitoringCompliance OversightOperational Management
Soft Skills
CoachingTeam Leadership
Tools & Technologies
Electronic Documentation Systems
Industry Keywords
Contact Center ServicesBehavioral HealthQuality IndicatorsReferral ProcessesProgram Standards
About the role
Key responsibilities & impact- Provide operational oversight of all Contact Center services
- Lead, direct, and manage a team of Call Center Supervisors
- Monitor compliance with referral processes and security directives
- Review and analyze SLA performance data and quality indicators
- Provide coaching and performance oversight to supervisory staff
- Ensure adherence to contractual and program standards
Requirements
What you’ll need- Master’s degree from an accredited graduate program in a behavioral health field
- Current, valid, unrestricted independent counseling license
- Minimum of five years of full-time, post-licensure counseling experience
- Documented experience providing counseling supervision, oversight, and management
- Strong customer service skills
- Proficiency in Microsoft Office applications and electronic documentation systems
- U.S. citizenship and fluency in English required
Benefits
Comp & perks- competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement