Contact Center Supervisor

Goldbelt Glacier is accelerating healthcare delivery and providing superior force health readiness across the military, federal, and civilian landscapes. Goldbelt Glacier is committed to providing transformative and comprehensive health operational capabilities to support customers across scientific, clinical, technological, and program management areas.

Summary:

The Contact Center Supervisor provides clinical and operational oversight of Contact Center Triage Consultants supporting the Military OneSource Program. This role ensures high-quality, timely, and compassionate responses to participant inquiries via phone and live chat. The Supervisor is responsible for staff supervision, quality assurance, adherence to clinical standards, and ensuring appropriate warm hand-offs, referrals, and information delivery in alignment with program requirements and military community needs.

Essential Job Functions:

• Supervise and support Contact Center Triage Consultants to ensure effective handling of inbound calls and live chats
• Ensure consultants accurately identify participant needs and provide appropriate information, referrals, and warm hand-offs to services
• Monitor performance metrics, service quality, and adherence to contact center and clinical protocols
• Provide clinical supervision, coaching, and feedback to maintain counseling competence and customer service excellence
• Address escalated participant concerns and ensure timely resolution

Necessary Skills and Knowledge:

• Possess strong customer service skills, knowledge of contact center operations, and knowledge and understanding of the military lifestyle.

Minimum Qualifications:

• Master's degree from an accredited graduate program in a mental health-related field such as social work, psychology, marriage/family therapy, or counseling.
• Minimum three years of recent and relevant practical supervisory experience.
• Have a minimum of three years of full-time counseling experience post-licensure; demonstrated current counseling competence; and preferably be a Certified Employee Assistance Professional (CEAP) having demonstrated counseling supervisory competence preceding their employment with the Military OneSource Program.
• Hold a current, valid, unrestricted counseling license/certification from any of the 50 states, D.C., a U.S. Commonwealth, or a U.S. Territory that grants the authority to provide counseling services as an independent practitioner in their respective fields.
• Required Tier 2 suitability determination.
• Must be a US citizen and fluent English speaker.

Preferred Qualifications:

• Prior experience supporting military, veteran, or government-sponsored programs
• Experience providing triage, intake, or referral services in a behavioral health or human services setting
• Familiarity with crisis intervention principles and mandated reporting requirements

Pay and Benefits

The salary range for this position is $90,000.00 to $95,000.00 annually.

At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.