What are the responsibilities and job description for the Contact Center Supervisor position at Dunhill Professional Search & Government Solutions?
Contact Center Supervisor
Arlington, VA
**US Citizen**
We are looking for someone to join our team as a Contact Center Supervisor. This is a great opportunity for someone with leadership experience eager to support military service members and their families while growing professionally.
Job Description: Responsible for supervising direct reports who provide assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and work/life issues to military service members and their families. Demonstrates an ability to train, coach, counsel, and evaluate the performance of direct reports. Guides direct reports to effectively handle and manage high-risk calls with professionalism and in accordance with established protocols. Maintains the highest degree of sensitivity, compassion, and respect for Service members and their families.
- Hires, trains, coaches, counsels, and evaluates the performance of direct reports
- Ensures performance guarantees are met or exceeded. Interfaces with external and internal customers to ensure optimal efficiency of service
- Acts as a liaison with internal departments. Assists in the development and implementation of policies and procedures
- Facilitates and participates in staff training
- Participates in staff meetings and clinical conferences
- Supports quality and risk management to meet call center target metrics
- Ensures complete and accurate documentation in case management system (CMS)
- Assists direct reports to deescalate callers, navigates resources, resolves complex concerns, and assesses and takes action in crisis situations
- Demonstrates understanding of military culture and addresses Service members by their rank, thanks Service members and their families for their service, and has excellent empathic listening skills paired with appropriate clinical interventions
- Follows established protocols and completes all annual compliance requirements such as External Certification Authority (ECA) renewal as well as annual training such as Cyber Awareness and PII to ensure access to the CMS system is maintained
Minimum Qualifications
- Master's degree in social work and Family Therapy, Counseling, or other human services field
- Unrestricted state Licensure to practice independently (LCSW, LPC, LMFT) required. Certified Employee Assistance Professional (CEAP) preferred.
- Minimum 3 years post-graduate work experience in counseling, social work, and mental health services plus additional minimum of 3 years' experience in supervisory or leadership position. Prior experience working with military and/or Veterans populations preferred. Military spouse or family member experience in a military community highly desirable
Other Job Specific Skills
- Must be a U.S. Citizen
- Knowledge of mandated procedures for child and elder abuse situations
- Familiarity in core services areas of child development, parenting, adoption, education, and service for older adults
- Exceptional written and verbal communication skills
- Strong MS Office skills (Word, Excel, PowerPoint) and ability to type 50 wpm
- Excellent organization and time management skills
- Comply with all HIPAA regulations
- Ability to obtain a Public Trust clearance
