On-Site Call Center Supervisor

This role:

• Leads, directs, and manages a team of call center agents while ensuring effective on-site oversight of daily center operations.

• Monitors compliance with referral processes, warm handoffs, case management system reporting requirements, and all applicable security and safeguarding procedures and directives to ensure adherence to established standards and protocols.

• Serves as an escalation point for at-risk cases.

Job Responsibilities

• Provide clinical oversight and serve as the escalation point for at-risk and complex cases within the Call Center.

• Lead, direct, and manage a team of practitioners to ensure effective daily operations and high-quality service delivery.

• Provide ongoing coaching, mentoring, and side-by-side training to consultants to enhance performance and customer service outcomes.

• Monitor live calls and chats to ensure professional, high-quality interactions, appropriate warm hand-offs, accurate referrals, and proper delivery of information and resources.

• Ensure compliance with referral processes, warm handoffs, electronic case management system documentation requirements, and all applicable security and safeguarding protocols.

• Identify performance trends, compliance gaps, and areas for improvement, and implement corrective actions, additional training, or resource enhancements as needed.

• Handle escalation calls and provide direct intervention when necessary.

• Generate, review, and analyze call center performance and quality reports to monitor adherence to Service Level Agreements (SLAs) and operational standards.

• Provide operational updates and feedback to leadership as required.

• Perform additional duties as assigned.

Available Shifts (No rotation required)

• Mon-Fri - 8:00a - 4:30p

• Mon-Fri - 9:00a - 5:30p

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 three 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. ​