Contact Center Supervisor--Remote

Role overview Lead a team of behavioral health practitioners providing round-the-clock information, referrals, and support to military members, their families, and other eligible participants. You will oversee daily contact center operations, provide clinical guidance on complex or at-risk cases, and help maintain safe, consistent service.

Responsibilities - Manage and support a team of practitioners, including coaching, mentoring, and side-by-side training. - Provide clinical oversight and respond to escalated, complex, or at-risk cases, including direct intervention when needed. - Review live calls and chats for service quality, appropriate referrals, warm handoffs, and accurate information. - Monitor case documentation, referral processes, and security and safeguarding requirements. - Review performance and quality reports, identify trends or gaps, and put improvements or additional training in place. - Share operational updates and performance feedback with leadership.

Requirements - Master’s degree from an accredited program in a behavioral health field such as social work, psychology, counseling, or marriage and family therapy. - Current, unrestricted independent counseling license from a U.S. state, district, commonwealth, or territory. - At least three years of full-time counseling experience after licensure and three years of documented supervision or management experience. - Strong knowledge of suicide assessment and management, customer service, and contact center operations. - Leadership, communication, analytical, and organizational skills, including the ability to guide a team through complex situations. - U.S. citizenship, English fluency, and ability to pass required criminal history, fingerprint, and credential checks.

Nice to have A recognized employee assistance professional credential, or experience in contact centers, telehealth, or employee assistance programs.

Benefits and work setup The listing offers two remote schedules: Tuesday–Saturday or Sunday–Thursday, both 1:30–10:00 p.m. The role requires comfort with electronic documentation and virtual service platforms.