On-Site Call Center Operations Manager

Leidos Holding • $82K — $149K *
Washington, DC 20011In-Person
Healthcare
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Master's degree in a behavioral health field (e.g., Social Work, Psychology, Counseling)
  • Current independent counseling license
  • 5+ years of post-licensure counseling experience
  • Experience in counseling supervision and management
  • Strong customer service and call center operations knowledge
  • Leadership, analytical, and communication skills

Responsibilities

  • Provide operational oversight of Call Center services
  • Serve as escalation point for complex cases and staff concerns
  • Lead and manage Call Center Supervisors for policy compliance
  • Monitor adherence to referral processes and security directives
  • Review performance metrics to ensure service standards
  • Coach and guide supervisory staff for operational excellence
  • Provide updates to leadership and ensure regulatory adherence

Benefits

  • Professional development opportunities
  • Supportive team environment
  • Flexible work arrangements
  • Health and wellness programs
  • Employee assistance programs
Full Job 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.


Original Posting:
June 25, 2026

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 Holding

Leidos Holding Careers

Joining Leidos Holding presents an unparalleled opportunity to advance one's career with a leader in innovation and technology. The company offers a plethora of job opportunities aimed at fostering professional growth and development in a diverse and inclusive environment.

Explore Career Opportunities

Leidos Holding is actively seeking skilled professionals who are passionate about leveraging their expertise to drive innovation and leadership in their fields. With a variety of open positions, Leidos Holding provides a platform for individuals to challenge themselves in a dynamic work environment.

Innovation and Professional Growth

At Leidos Holding, innovation is at the core of everything they do. Employees are encouraged to think creatively and push boundaries. The company supports this drive for innovation through comprehensive professional development and diversity training programs that are designed to enhance skills and foster leadership.

Commitment to Diversity and Inclusion

Leidos Holding is committed to creating a workplace where diversity is not only recognized but celebrated. With a culture that values and promotes diversity, Leidos Holding ensures that all team members have the opportunity to contribute, learn, and grow.

Internship Programs

For those starting their career, Leidos Holding offers internship programs that provide a robust foundation in the industry. Internships are a great way to develop essential skills, gain valuable work experience, and build professional networks.

Benefits and Culture

Employees at Leidos Holding enjoy a range of benefits designed to support their professional and personal lives. The company culture is built on a foundation of respect and integrity, providing a supportive and collaborative environment where every team member is valued.

Join the Team

Leidos Holding is hiring! Explore job opportunities that match your skills and interests. Leidos Holding looks for driven, curious, and innovative individuals to join their team. Positions are available across various disciplines and experience levels.

Stay Connected

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Prepare for Your Interview

To prepare for an interview at Leidos Holding, candidates should familiarize themselves with the company's missions and values, update their resumes, and be ready to discuss how their background and skills align with the position they are applying for.

Networking and Career Advancement

Leidos Holding encourages its employees to engage in networking within the company to discover new opportunities for career advancement. The leadership team at Leidos Holding is dedicated to supporting employees in their career paths with ample opportunities for networking and growth.

Explore Leidos Holding Jobs and Careers

Discover the exciting career opportunities at Leidos Holding today. With a commitment to employee growth, innovation, and diversity, Leidos Holding is the perfect place to advance your career. Check out the latest job listings and find your perfect fit at Leidos Holding.

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Industry
Technical Services
* Ladders Estimates

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