Licensed Contact Center Manager

Job Summary

A company is looking for a Contact Center Operations Manager to oversee contact center services and ensure compliance with operational standards.

Key Responsibilities

• Manages a team of clinical supervisors to ensure policy compliance and service level agreement (SLA) metrics are met
• Acts as an escalation point for at-risk cases and staff concerns
• Provides operational updates to the Director of Contact Center Operations and other program directors as needed

Required Qualifications

• Master's degree in a behavioral health related field and five years of post-licensure counseling experience
• Current valid unrestricted counseling license or certification
• Documented experience in counseling supervision and management
• Strong knowledge of call center operations and military lifestyle
• Ability to pass background checks and obtain a Public Trust Security Clearance