Contact Center Supervisor-Senior-Onsite

What is the position

The Supervisor will play a key role by overseeing a staff of Military OneSource Contact Center Triage Consultants by ensuring they answer calls and live chats, identify the participant’s inquiry or issue, provide an appropriate warm hand-off or referral, and / or provide information to participants.

Section 3 : What will I get to do?

• Specific responsibilities of this position include, but are not limited to :
• Monitors quality and performance in accordance with defined SLAs and metrics, and supports performance improvement via training, coaching, consultation, and facilitating peer-to-peer learning forums.
• Serves as first level of response for issues requiring escalation by the Triage Consultants (e.g., contacts indicative of potentially harmful incidents and / or requiring mandated reporting, crisis, participant dissatisfaction).
• Possesses strong customer service skills, knowledge of Contact Center operations, and knowledge and understanding of the military lifestyle.

Section 4 : What qualifications do I need?

• Qualifications required for this position include :
• US Citizen and fluent English speaker
• Must undergo criminal history, fingerprint, and credential review / verification meeting at least the requirements of DODI 1402.05
• Successfully pass a DoD-initiated Tier 2 (Low-Risk) Suitability Investigation
• Master’s degree in a mental health-related field and 10 years of related experience
• Current unrestricted state licensure granting the authority to provide counseling services as an independent practitioner in their respective field
• Minimum of three years full-time post-licensure counseling experience and demonstrated current counseling and supervisory competence preceding employment with the Military OneSource Program.
• Minimum of three years recent and relevant practical counseling supervisory experience
• Solid working knowledge of standard computer software (Microsoft Office business suite to include Outlook, Word, Excel, PowerPoint, and Project)
• Must be willing to work full-time on-site at a corporate location

Section 5 : What additional characteristics will help me thrive?

Additional highly desirable qualifications include :

• Fluently bilingual in English and Spanish
• Ability to handle crisis intervention, conflict, confrontation or other complex people situations with compassion and decisiveness
• Demonstrated ability to service a diverse group of clients
• Aptitude to work cross functionally with program personnel and subcontractors to deliver the highest quality of work under sometimes extreme pressure and in a fast-paced environment
• Proven knowledge and high level of comfortability operating technology and quickly learning new software programs to perform data entry
• Ability to embrace and change and shift priorities as the business dictates
• Coachable with a willingness to collaborate with program personnel
• Appropriate level of internet bandwidth to meet remote upload and download guidelines.
• Dedicate your full attention to your job duties during working hours and adhere to break and attendance schedules.
• Designated quiet, distraction-free, and safe working space with adequate lighting.
• Be responsive and productive and use the equipment and tech support provided by the company.

What We Offer

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that :

Ensure optimal health and productivity of our employees

Support employee retention and attraction

Provide work / life balance to ensure our employees succeed inside and outside of the office

Compensation

$84,765.02 - $136,895.75