Licensed Contact Center Manager

Job Summary

A company is looking for a Contact Center Operations Manager to oversee contact center services and support military community programs.

Key Responsibilities

• Manages a team of clinical supervisors to ensure compliance with policies and service level agreements (SLAs)
• Acts as an escalation point for at-risk cases or staff concerns
• Provides operational updates to the Director of Contact Center Operations and other program directors

Required Qualifications

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