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.
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
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 (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.
Proficient in navigating electronic systems, computer programs, and virtual service platforms.
This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
