We are committed to transforming lives through compassionate, evidence-based behavioral health and addiction services. As we grow, we are seeking dedicated professionals who are ready to elevate care and make a difference every day.
Summary: Lead peer team, review call quality, support peers through burnout prevention.
Job Responsibilities
· Provide strategic and operational leadership for the call center.
· Oversee quality improvement initiatives
· Coordinate with Business Development team to maintain partnerships with treatment providers, state agencies, and recovery community organizations.
· Ensuring integration of peer recovery support best practices to improve engagement and retention
· Provide emotional support and burnout-prevention guidance for peer reps.
· Escalate inquiries that require clinical review to assigned therapist or nurse when appropriate.
· Coordinate training, onboarding, and continuing education as needed. Including, initiating training and supportive services for staff that address topics such as crisis intervention, suicidality, and mandatory reporting.
· Provide daily supervision, coaching, and performance management for representatives, including offering live call support.
· Manage staff scheduling and shift coverage.
· Monitor call center outcomes including call volume, conversion, speed-to-answer, drop offs, etc.
· Conduct call audits and quality assurance reviews.
· Oversee call documentation, data entry accuracy, and reporting tasks.
Benefits
· Competitive salary
· Medical, Dental & Vision plans
· Vacation plan
· Paid Time Off
· Positive work environment
· Regular staff appreciation and recognition
Qualifications
· Certified peer recovery specialist with SUD experience.
· Bachelor or Master’s degree in behavioral health, public administration, or related field, preferred.
· Minimum 5 years of management experience in behavioral health, SUD, recovery support, or call center operations
· Demonstrated supervisory experience preferred.
· Strong organizational, communication, and coaching skills.
· High acumen for maintaining CRM and utilizing data-driven decision-making.
We are an equal opportunity/affirmative action employer. All qualified applicants are encouraged to apply and will receive consideration for all employment; free from discrimination on the basis of race, creed, color, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, religion, associational preferences, status as a qualified individual with a disability, or status as a protected veteran.