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Program Manager, Call Center Lead
1 month ago
This is a full-time position responsible for overseeing the daily operations of the 24/7 call center, ensuring high-quality service delivery and managing a team of remote call center staff.
Key Responsibilities- Coordinate the day-to-day operations of the call center, prioritizing quality client care
- Recruit, train, and manage call center staff, fostering a supportive environment
- Oversight of the program, including adherence to policies, procedures, accrediting bodies, and federal guidelines
- Provide formal individual and group clinical supervision to staff
- Participate in clinical case reviews using a strengths-based and person-centered approach
- Maintain positive relationships with referral sources and community providers
- Collaborate with internal and external providers to coordinate treatment
- Master's degree in a human service-related field and QMHP certification
- Experience in crisis services and behavioral health services
- Excellent communication and leadership skills
- Ability to work in a fast-paced environment
- Valid driver's license and reliable transportation
- Generous vacation, sick, and personal leave
- WELLNESS days - 26 days per year
- Paid holidays
- Health Club/Fitness Reimbursement
- Employee Assistance Program
- Continuing education opportunities
- Tuition assistance program
- Agency-provided life insurance and short-term disability policies
- Retirement plans (401k and Roth)
- Optional insurance benefits
We are a mission-driven Certified Community Behavioral Health Clinic dedicated to improving mental health and substance use care in Central Illinois and beyond.
