Contact Center Supervisor-SAMHSA

Wed, 11/18/2020 - 15:33

Be part of the SAMHSA Contact Center, supporting the agency’s mission of reducing the impact of substance abuse and mental illness on America’s communities. Supervise staff in responding to requests for information related mental and substance use disorder prevention, treatment, and recovery. Among the responsibilities, this position requires providing treatment referrals by telephone, email, text, chat, and postal mail.


  • Directly supervise call center staff  
  • Monitor responses and analyze calls for increased effectiveness, quality customer service, and correct responses
  • Support the call center lead in problem-solving and quality assurance efforts to ensure that customers receive accurate, timely, comprehensive responses to queries
  • Develop quality/training tools that aid staff in responding appropriately to inquiries 
  • Conduct project in-service training and cross-training in areas of customer service and researching information
  • Identify/review new and existing policies and procedures
  • Use project management tracking systems to help collect, manage, report on, share, and track project activities
  • Support the center lead in hiring, monitoring, and evaluating staff performance, and confer with center lead regarding promotions, retentions, and dismissals
  • Motivate staff, keep center lead informed of personnel issues 
  • Ensure quality and quantity standards are met
  • Anticipate potential problems, institute controls and contingency plans to address them, and respond effectively to unforeseen problems 
  • Answer telephone inquiries and provide treatment referrals for substance use disorders and mental illness
  • Respond to daily emails from the public on related issues
  • Monitor other lines of communication, including postal mail, text chat, etc.
  • Provide support for other JBS contracts, as needed


Education: High School Diploma 

Language: English fluency (oral and written) 

Experience:  At least 1 year of experience working in call center/customer service capacity.  At least 6 months in a manager, team lead, or mentoring capacity including training (classroom or on the job training) and development of staff.

Knowledge:   Knowledge of mental and substance use disorder prevention, treatment, and recovery. Operational knowledge of call center (quality assurance, workflow, etc.).

Soft Skills: Leadership and management competencies.  Excellent customer service and oral communication skills. Ability to problem solve and to think quickly to resolve issues.

Skills:   Ability to write clearly, concisely, and logically, using proper grammar, punctuation, capitalization, spelling, and language appropriate for the target audience. 

Software Proficiency: Knowledge of Microsoft Office, database and Internet searching

Location: Remote


Language: Fluency in reading, writing, and speaking Spanish preferred

Other Duties As Assigned: This position description should not be construed to imply that these requirements are the exclusive standards of the position nor will it be the sole basis for any subsequent employee evaluations. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.

 This position is subject to availability of funds and to any and all restrictions contained in the contract or contracts that provide funding for this position.

 If you meet the minimum requirements for this position, please click on the "Apply" link posted below and complete the application. Please include a cover letter, resume, and at least three (3) professional references. 

Our company is an equal opportunity/affirmative action employer. Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal "EEO is the Law" poster at EEOPost.pdf. 

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected Veteran status.



  • Maryland Office
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