About the Role
Title: Bilingual Spanish Contact Center Supervisor-Journeyman-Remote
Location: VA-Falls Church
Job Description:
Security Clearance required:
Public Trust
Do you want to make a difference?
Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?
Come Join Our Team
Cognosante provides services in support of the Military OneSource Program for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, referrals, and counseling to about 4.7 million persons or “participants,” which includes military service members, their families, and eligible civilians at locations worldwide. Services are provided through a 24/7 contact center accessible via internet website, toll free telephone, secure real-time text/video chat, email, or postal mail and include non-medical counseling; financial counseling; tax assistance; spouse education and career information; adoption information; child care; Exceptional Family Member Programs (EFMPs); deployment support; disability information; elder care; educational services for adults, children, and youth; relocation services; pet care; health and wellness coaching; housing assistance; legal service referrals; single service member services; lodging; military benefits; relationship support; skill building services for parenting; spouse relocation and transition; peer-to-peer support; and support for everyday issues (e.g., locating a plumber or automobile mechanic).
Section 2: What is the position?
The Supervisor will play a key role by overseeing a staff of Military OneSource Contact Center Triage Consultants by ensuring they answer calls and live chats, identify the participant’s inquiry or issue, provide an appropriate warm hand-off or referral, and/or provide information to participants.
Section 3: What will I get to do?
- Specific responsibilities of this position include, but are not limited to:
- Monitors quality and performance in accordance with defined SLAs and metrics, and supports performance improvement via training, coaching, consultation, and facilitating peer-to-peer learning forums.
- Serves as first level of response for issues requiring escalation by the Triage Consultants (e.g., contacts indicative of potentially harmful incidents and/or requiring mandated reporting, crisis, participant dissatisfaction).
- Possesses strong customer service skills, knowledge of Contact Center operations, and knowledge and understanding of the military lifestyle.
Section 4: What qualifications do I need?
- Qualifications required for this position include:
- US Citizen and fluent English and Spanish speaker
- Must undergo criminal history, fingerprint, and credential review/verification meeting at least the requirements of DODI 1402.05
- Successfully pass a DoD-initiated Tier 2 (Low-Risk) Suitability Investigation
- Master’s degree in a mental health-related field and 6 years of related experience
- Current unrestricted state licensure granting the authority to provide counseling services as an independent practitioner in their respective field
- Minimum of three years full-time post-licensure counseling experience and demonstrated current counseling and supervisory competence preceding employment with the Military OneSource Program.
- Minimum of three years recent and relevant practical counseling supervisory experience
- Solid working knowledge of standard computer software (Microsoft Office business suite to include Outlook, Word, Excel, PowerPoint, and Project)
Section 5: What additional characteristics will help me thrive?
Additional highly desirable qualifications include:
- Fluently bilingual in English and Spanish
- Ability to handle crisis intervention, conflict, confrontation or other complex people situations with compassion and decisiveness
- Demonstrated ability to service a diverse group of clients
- Aptitude to work cross functionally with program personnel and subcontractors to deliver the highest quality of work under sometimes extreme pressure and in a fast-paced environment
- Proven knowledge and high level of comfortability operating technology and quickly learning new software programs to perform data entry
- Ability to embrace and change and shift priorities as the business dictates
- Coachable with a willingness to collaborate with program personnel
- Appropriate level of internet bandwidth to meet remote upload and download guidelines.
- Dedicate your full attention to your job duties during working hours and adhere to break and attendance schedules.
- Designated quiet, distraction-free, and safe working space with adequate lighting.
- Be responsive and productive and use the equipment and tech support provided by the company.