{"id":4327116,"url":"https://alion.io/job/leidos-contact-center-supervisor-remote","title":"Contact Center Supervisor--Remote","company":{"id":7791,"name":"Leidos","domain":"leidos.com","url":"https://alion.io/company/leidos","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":339,"ghost_share":0.006,"stale_share":0.912,"repost_share":0.012,"time_to_fill_p50_days":27,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":82550,"max":149225,"currency":"USD","period":"year","gross":null,"usd_annual":149225},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-11-12T00:00:00Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-15T01:46:27Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Leidos Health and Services Sector currently has an opening for a Contact Center Supervisor. This is an exciting opportunity to use your experience supporting the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants, including military service members, their families, and eligible civilians, at locations worldwide. The Military OneSource program serves as a “one source” for resources and information encompassing a comprehensive support system.\n*This position requires U.S. Citizenship\n* Schedule Tues- Sat 1:30pm-10pm (1 opening)\nSun-Thu 1:30pm- 10pm (1 opening)\nPlease be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.\nThe Contact Center Supervisor provides counseling services as an independent practitioner, serving as an escalation point for at-risk cases.\nThis role:\nLeads, directs, and manages a team of call center agents while ensuring effective on-site oversight of daily center operations.\nMonitors compliance with referral processes, warm handoffs, case management system reporting requirements, and all applicable security and safeguarding procedures and directives to ensure adherence to established standards and protocols.\nServes as an escalation point for at-risk cases.\nJob Responsibilities\nProvide clinical oversight and serve as the escalation point for at-risk and complex cases within the Call Center.\nLead, direct, and manage a team of practitioners to ensure effective daily operations and high-quality service delivery.\nProvide ongoing coaching, mentoring, and side-by-side training to consultants to enhance performance and customer service outcomes.\nMonitor live calls and chats to ensure professional, high-quality interactions, appropriate warm hand-offs, accurate referrals, and proper delivery of information and resources.\nEnsure compliance with referral processes, warm handoffs, electronic case management system documentation requirements, and all applicable security and safeguarding protocols.\nIdentify performance trends, compliance gaps, and areas for improvement, and implement corrective actions, additional training, or resource enhancements as needed.\nHandle escalation calls and provide direct intervention when necessary.\nGenerate, review, and analyze call center performance and quality reports to monitor adherence to Service Level Agreements (SLAs) and operational standards.\nProvide operational updates and feedback to leadership as required.\nPerform additional duties as assigned.\nBasic Qualifications\nMaster’s degree from an accredited graduate program in a behavioral health field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling.\nCurrent, valid, unrestricted independent counseling license issued by a State, the District of Columbia, a U.S. Commonwealth, or a U.S. Territory.\nMinimum of three years of full-time, post-licensure counseling experience.\nThree years of documented experience providing counseling supervision, oversight, and management.\nStrong customer service skills and demonstrated knowledge of contact center operations.\nStrong background in suicide assessment and management.\nAbility to build strong customer relationships and deliver solutions \nAbility to exhibit strong business and financial acumen\nAbility to develop strategy, plan and prioritize work aligned to program/organization goals, and deliver solutions for the business\nAbility to establish clear responsibilities, processes and accountability measures for your team\nAbility to build effective teams and talented team members\nAbility to assist employees in meeting both their career and organizational goals\nAbility to motivate, drive engagement, vision, and gain trust through honesty, integrity, and authenticity from your team\nAbility to consistently achieve results under tough circumstances and manage complex situations\nProficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.\nStrong leadership, analytical, and communication skills.\nU.S. citizenship and fluency in English required.\nAbility to successfully pass criminal history, fingerprint background checks, and credential verification required.\nAbility to maintain and retain suitability investigation and clearance as required. \nProficient in navigating electronic systems, computer programs, and virtual service platforms.\nPreferred Qualifications\nCertified Employee Assistance Professional (CEAP) credential.\nContact center experience.\nTelehealth experience.\nEmployee assistance program (EAP) experience.\nmilitaryonesource\nIf 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.\nOriginal Posting:\nNovember 12, 2026For 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.\nPay Range:\nPay Range $82,550.00 - $149,225.00The 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.","description_format":"text","description_chars":6043,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":true,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["National Security","C4ISR","IT Consulting & Digital Transformation","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-11-15T01:46:27Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 50 · green card filings: 24","filings_12m":50,"filings_prev_12m":58,"green_card_filings_12m":24,"median_offered_wage_usd":124257,"route":null,"cap_exempt":false,"checked_at":"2026-11-14T07:33:33+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":27,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-11-15T04:41:33Z"},"pay":{"stated_usd_annual":149225,"is_top_pay":true},"html_url":"https://alion.io/job/leidos-contact-center-supervisor-remote","json_url":"https://alion.io/job/leidos-contact-center-supervisor-remote.json","meta":{"generated_at":"2026-11-15T04:41:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":271,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7791},"rest":"https://alion.io/mcp/rest/get_company?id=7791"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fleidos-contact-center-supervisor-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fleidos-contact-center-supervisor-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fleidos-contact-center-supervisor-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/leidos-contact-center-supervisor-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fleidos-contact-center-supervisor-remote"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4327116}},{"tool":"search_jobs","arguments":{"company":"leidos.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4327116},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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