Description
Job Description:
The Director of Call Center Operations manages all aspects of call center activities in support of the Military One Source (MOS) program. Serves as a member of the MOS leadership project management team ensuring service delivery and contract deliverable execution.
The MOS program provides for 5.2 million military members and their families at locations worldwide services similar to a commercial Employee Assistance Program (EAP) with a broad array of information and referrals as well as counseling services including adoption information, child care, exceptional family member programs, deployment support, disability information, elder care, educational services for adults, children and youth, spouse education and career information, relocation services, pet care, non-medical counseling, financial counseling, tax assistance, health and wellness coaching, housing assistance, legal service referrals, single service member services, lodging, military benefits, relationship support, parenting, spouse relocation and transition, peer-to-peer support, and everyday issues (e.g., locating a plumber, car repair). These services are available 24 hours a day, seven days a week (24/7), through the Internet, by telephone (via 800 number and collect calls), electronic mail (e-mail), postal mail, video counseling, and face-to-face counseling.
The Military One Source job postings are in anticipation of future work.
Primary Responsibilities
Directs the 24/7/365 call center operations for service delivery to over 5 million eligible participants
Ensures appropriate staffing to meet contractual requirements and risk mitigation for reducing staffing gaps
Supervises managers responsible for delivery of operations conducted by 300 staff members
Provides strategic oversight for training, professional development, quality, and operational oversight for staff
Provides clinical leadership and direction for creation and execution of call center policies and practices Leads a team of managers to successfully deliver high quality, customer-focused, cost effective, and efficient service to eligible customers
Consistently monitors staffing and workforce management performance, forecasting when staffing levels are insufficient or in surplus of average inbound volume demands
Promotes accountability and teamwork through leadership and strong communications amongst peers, subordinates, and across the call center organization
Collaborates with and relates to internal stakeholders across the organization
Ensures full compliance with all contract requirements, schedules, and provisions
All other duties as assigned
Basic Qualifications
Masters degree from an accredited college or university in behavioral health, mental health, or a related field
Behavioral Health licensure at the independent level
A minimum of five years of management or supervisory experience overseeing call center operations
Must be an U.S. citizen
Must speak fluent English
Preferred Qualifications
Former Military/Veteran, Military Spouse, or Wounded Warrior
Military related experience
Pay Range:
Pay Range - -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.
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About Leidos
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 45,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022. 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 here.
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Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
