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.
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
It is required that the Director of Call Center Operations has the following qualifications:
Bachelor’s degree from an accredited college or university in business management, mental health, or a related field
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
Pay Range:
Pay Range - -#Remote
Covid Guidance
In order to enter Leidos facilities in the U.S. and to attend Leidos events outside our facilities, employees are required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated to access customer facilities. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC.
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 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. 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.
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 [email protected].
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.
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.