Manager, Crisis Services
Vibrant
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $90,000 - $105,000 per year
About the role
- Lead, coach, and performance-manage a team of Clinical Supervisors responsible for real-time shift execution.
- Work with WFM to ensure adequate supervisor coverage, efficient workflows, and consistent adherence to operational protocols and data governance standards.
- Maintain accountability for key performance indicators, including SLA performance, AHT, occupancy, adherence, attendance, and data accuracy.
- Manage schedules, attendance, and time-off requests for Clinical Supervisors, maintaining accurate performance and compliance documentation.
- Monitor live operations and performance trends to proactively identify risks, gaps, and opportunities.
- Analyze operational data and translate findings into corrective actions, coaching priorities, and process improvements.
- Prepare and present operational performance reports to H2H leadership, highlighting trends, risks, and system-level recommendations.
- Partner with Quality Improvement and Training teams to align operational coaching with identified performance trends and quality findings.
- Ensure consistent application of policies, procedures, and operational standards across all shifts.
- Collaborate with workforce management, technology, product, and training teams to optimize tools, systems, and workflows that support supervisor and counselor performance.
- Support operational readiness for new service launches, platform changes, and volume shifts.
- Foster a culture of accountability, clarity, and continuous improvement within the supervisor team.
Requirements
- Bachelor’s degree required in behavioral health, healthcare administration, business operations, social work, or a related field.
- 3+ years of supervisory experience, with at least 2 years leading supervisors or managers in a contact center, healthcare, social service or behavioral health setting.
- Experience managing performance in high-volume, multi-channel environments with complex KPI requirements.
- Background in mental health crisis services strongly preferred.
- Fluency in English (written and spoken) required; bilingual proficiency is a plus.
Benefits
- medical
- dental
- vision
- supplemental income insurance
- employer paid disability insurance
- employer paid life insurance
- pre-tax FSA for medical and dependent care
- 401K available
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance managementdata analysisKPI managementoperational reportingcoachingschedulingcompliance documentationprocess improvementrisk identificationdata governance
Soft Skills
leadershipcommunicationaccountabilitycollaborationcoachingorganizational skillsproblem-solvingadaptabilitycontinuous improvementteam management