Licensed Contact Center Supervisor

Job Summary

A company is looking for a Contact Center Supervisor to manage a network of triage consultants and provide high-quality support services for military members and their families.

Key Responsibilities

• Provide ongoing coaching and training to consultants to enhance customer service skills
• Monitor customer interactions to ensure professional service delivery and compliance with procedures
• Generate and analyze call center performance reports while identifying areas for improvement

Required Qualifications

• Master's degree in a behavioral health-related field with a minimum of three years of post-licensure counseling experience
• Current valid unrestricted counseling license/certification from an appropriate authority
• Documented counseling supervision and management experience
• Knowledge of call center operations and understanding of military lifestyle and culture
• Proficiency in Microsoft tools and electronic documentation systems