IT Contact Center Supervisor

inTransition Call Center Supervisor

Location: Remote

FLSA Status: Exempt

Reports to: Department Manager

Job Summary:

Supervises, coaches, and develops the inTransition Customer Service Representative team. Oversees daily call center operations and drives employee and team performance. Ensures compliance with Defense Health Agency Psychological Center of Excellence inTransition program requirements and Revelations policies and procedures. Ensures service, accuracy, documentation, and quality expectations are met while supporting Service Members, Veterans, and their families as they seek or transition psychological health care. Provides operational oversight and coordinates with Mental Health Coaches or designated clinical personnel when a caller requires clinical or crisis-related support.

Duties/Responsibilities:

• Monitors call center performance levels,identifiestraining needs, anddevelopsaction plans for staff development. Reviews real-time and historical reporting to ensure service levels, quality standards, and contract requirements are met.
• Reviews call records and entries in approved systems for accuracy, completeness,timelydocumentation, andappropriate handlingof inquiries and referrals.
• Counselsemployeesregardingjob performance and conduct. Develops and monitors Performance Improvement Plans, drafts performance evaluations for management review, and consults with management and Human Resourcesregardingperformance or behavioral concerns.
• Coachesemployeesoncommunication, empathy, de-escalation, documentation, call handling, time management, and compliance with established workflows.
• Ensures internal standards, guidelines, and procedures are followed tomaintainhigh customer service and performance levels. Confirms that Customer Service Representatives followinTransitionprotocols, approved scripts, documentation requirements, and escalation procedures.
• Ensures Customer Service Representatives promptly transfer or escalate clinical, suicide-risk, self-harm, harm-to-others, abuse, severe distress, or other safety concerns to a Mental Health Coach ordesignatedclinical resourcein accordance withprogram procedures.
• Partners with workforce management and program leadership to plan and adjust schedules andmaintainadequate call center coverage during established program hours.
• Assistswith employeeselection, supports new-hire training and onboarding, andparticipatesin ongoing call center training initiatives.
• Conducts staff meetings and clearly communicates program updates, workflow changes, performance expectations, and issues affecting the call center or team members.
• Assists Customer Service Representatives with calls requiring supervisory intervention, including escalated service concerns and difficult or abusive callers.
• As needed, performs Customer Service Representative duties whilemaintainingoperational oversight and direction of assigned staff.
• Maintains regular and reliable attendance and performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills, including the ability to explain information clearly and professionally.
• Strong employee coaching, performance management, conflict resolution, and presentation skills.
• Ability to listen with empathy, de-escalate difficult interactions, and support employees handling high-stress or crisis-related calls.
• Ability to interpret call center reports, recognize performance trends, and develop effective action plans.
• Strong organizational, problem-solving, multitasking, and time-management skills in a fast-paced environment.
• Ability to apply policies and procedures consistently, exercise sound judgment, and recognize when clinical escalation isrequired.
• Proficiencywith Microsoft Office Suite, call center technology, customer relationship management systems, and related program software.

Education and Experience:

Required

• High School Diploma or G.E.D.
• U.S. Citizenship.
• Must be able to receive a favorable Interim andadjudicatedfinal Department of Defense background investigation.
• Three or more years of experience in a contact center customer service environment, including experience in a medical, behavioral health, hospital, care management, or human services setting.
• Two years of supervisory or leadership experience leading teams to meet performance, service, and quality targets.
• Experience handling or supporting escalated, crisis-related, or emotionally sensitive customer contactsin accordance withestablished protocols.

Preferred

• College education or equivalent relevant experience.
• Experience working with Service Members, Veterans, military families, or the Veteran community.
• Knowledge of behavioral health or medical terminology.
• Experience with government health programs or Department of Defense contracts.
• Experience using workforce management, quality monitoring, and customer relationship management tools.

Physical Requirements:

• Prolongedperiodssitting at a desk and working on a computer, including extended telephone or headset use.
• Must be able to lift up to 15 pounds at times.

Revelations is committed to providing equal employment opportunity to all employees and applicants. Employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, sexual orientation, gender identity or expression), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by federal, state, or local law. This policy applies to all aspects of employment, including recruitment, hiring, compensation, promotion, training, discipline, and termination.

** This job description indicates the general nature and levels of work expected of the incumbents. It is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or competencies required of an incumbent. Incumbents may be asked to perform other duties as required. **