Behavioral Health Contact Center Supervisor – Overnight

Leidos

. Provide counseling services as an independent practitioner, particularly as a clinical escalation point for at-risk and complex cases .

Posted 9/18/2026full-timeRemote • United StatesMid-LevelSenior💰 $82,550 - $149,225 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing independent counseling services, team management, and call center operations while ensuring compliance and high-quality service delivery. Proficient in performance analysis and coaching to enhance team effectiveness and client outcomes.

Highest-signal resume keywords

Master’s Degree in Social Work, Psychology, or CounselingIndependent Counseling LicenseThree Years of Counseling Supervision ExperienceStrong Customer Service SkillsProficiency in Microsoft Office Applications

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Counseling ServicesTeam ManagementPerformance AnalysisCall Center OperationsCase Management DocumentationCompliance OversightCoaching and TrainingEscalation ManagementNeeds IdentificationStrategy Development

Soft Skills

Customer Relationship BuildingBusiness AcumenMotivational LeadershipIntegrity and AuthenticityResults Orientation

Tools & Technologies

Electronic Documentation SystemsVirtual Service PlatformsWeb-Based Research Tools

Certifications & Qualifications

Independent Counseling License

Industry Keywords

Behavioral HealthCall Center StandardsCompliance ProceduresPerformance TrendsSecurity and Safeguarding

About the role

Key responsibilities & impact

Provide counseling services as an independent practitioner, particularly as a clinical escalation point for at-risk and complex cases
Lead, direct, and manage a team of call center agents
Ensure high-quality service delivery and adherence to program standards
Provide ongoing coaching, side-by-side training, and performance feedback
Monitor live calls and chats for professional interactions, accurate needs identification, warm hand-offs, referrals, and information delivery
Oversee compliance with referral processes, warm hand-offs, case management documentation, security, and safeguarding procedures
Identify performance trends, compliance patterns, and improvement areas
Implement corrective actions, additional training, or resources as needed
Generate, review, and analyze call center performance reports
Handle escalation calls and provide guidance or intervention
Ensure effective oversight of daily center operations

Requirements

What you’ll need

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
Ability to maintain and retain suitability investigation and clearance as required
Proficient in navigating electronic systems, computer programs, and virtual service platforms
Separate, quiet, private, confidential workspace required
Reliable high-speed internet hard wired to the home via coax or fiber from the ISP; mobile-device tethering and wireless ISP are not acceptable

Benefits

Comp & perks

Remote work arrangement
Overnight shift: Wed-Sat, 8:30pm-7am
Opportunity to support the Military OneSource mission
Access to a separate, quiet, private, confidential home workspace arrangement
Work-from-home high-speed wired internet requirement/support
Potential eligibility for additional compensation factors based on responsibilities, education, experience, knowledge, skills, abilities, internal equity, market data, bargaining agreement, or applicable law