Military OneSource Support Navigator Supervisor - Remote

Description

The MVHS Group at Leidos currently has an opening for a Support Navigator Supervisor to work remotely. This is an exciting opportunity to use your experience helping 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 which includes Service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system.

Support Navigator Supervisors lead, direct, and manage a team of support navigators who are responsible for all call center outbound contact services. They assess and implement additional outbound contact services and tools in order to meet changing needs.

The Military OneSource job postings are in anticipation of future work.

Primary Responsibilities:

• Monitors and tracks the quality of translation services, including turn-around times and handles special requests such as document certification.

• Monitors progress against and reporting on established outbound contact and translation services SLAs, and determines if services delivered met the requirements, needs, and expectations of the participants.

• Monitors compliance with all security and safeguarding processes, procedures and directives.

• Provides feedback and guidance for process and service improvement and handles escalation calls when necessary.

• Identifies patterns, trends, and recommended remedies.

• Establishes and maintains quality assurance processes to ensure that support services meet or exceed established standards.

• Facilitates access to a wide range of services, resources, and systems by coordinating client referrals and connections.

• Uses data for reporting, analysis, and program improvement.

Basic Qualifications:

• Master's degree in social science field (Psychology, Social Work, Sociology, etc.).

• Minimum 3 years call center customer service experience with 2+ years experience supervising teams.

• Strong customer service skills, knowledge of call center operations, and knowledge and understanding of military lifestyle and culture.

• Proven proficiency in Microsoft based tools including Word, Outlook, Excel; web-based research; electronic documentation systems.

• U.S. citizen and ability to speak fluent English.

• Ability to pass a criminal history and fingerprint background checks, and credential review/verification.

Preferred Qualifications:

• Life coaching certification.

• Veteran/military retiree, wounded warrior, and/or military spouse

• Experience working with and/or for military communities

• Employee assistance program (EAP) experience

• People leader management or supervisory experience

Pay Range:

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.

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