On-Site Call Center Operations Manager

Description

The On-Site Call Center Operations Manager provides oversight of all Call Center services, serving as an escalation point for specified cases and staff concerns.

This role:

Leads, directs, and manages a team of Call Center Supervisors while ensuring operational effectiveness across the Call Center

Monitors compliance with referral processes, warm handoffs, electronic case management system reporting requirements, and all applicable security and safeguarding procedures and directives.

Reviews and provides feedback on Call Center Service Level Agreements (SLAs) as well as call and chat performance metrics to ensure adherence to established standards and continuous service improvement.

Job Responsibilities

Provide operational oversight of all Call Center services to ensure effective, compliant, and high-quality service delivery.

Serve as the primary escalation point for at-risk cases, complex situations, and staff concerns.

Lead, direct, and manage a team of Call Center Supervisors and clinical supervisors to ensure policy compliance and achievement of Service Level Agreement (SLA) metrics.

Monitor compliance with referral processes, warm handoffs, electronic case management system documentation requirements, and all applicable security and safeguarding directives.

Review and analyze SLA performance data, call and chat metrics, and quality indicators to ensure adherence to established standards and drive continuous service improvement.

Provide coaching, guidance, and performance oversight to supervisory staff to maintain operational excellence.

Regularly meet with and provide operational updates to the Director and other program leadership as required.

Ensure adherence to contractual, regulatory, and program standards across all call center functions.

Support quality assurance initiatives and implement corrective actions as needed to improve service delivery outcomes.

Perform additional duties as assigned.

Basic Qualifications

Master’s degree from an accredited graduate program in a behavioral health field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling.

Current, valid, unrestricted independent counseling license issued by a State, District of Columbia, U.S. Commonwealth, or U.S. Territory.

Minimum of five years of full-time, post-licensure counseling experience.

Documented experience providing counseling supervision, oversight, and management.

Strong customer service skills and demonstrated 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 including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.

Strong leadership, analytical, and communication skills.

U.S. citizenship and fluency in English required.

Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.

Ability to maintain and retain suitability investigation and clearance as required.

Proficient in navigating electronic systems, computer programs, and virtual service platforms.

Preferred Qualifications

Certified Employee Assistance Professional (CEAP) credential.

Call center experience.

Telehealth experience.

Employee assistance program (EAP) experience.

People leader management or supervisory experience.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Original Posting:

June 25, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $82,550.00 - $149,225.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

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