Call Center Triage Supervisor - Remote

Call Center Triage Supervisor - Remote.*Location:* Columbus, OH The Remote Call Center Triage Supervisor is responsible for the administrative HR components, clinical supervision, and quality oversight of the Remote Triage Consultants. This includes ensuring all necessary paperwork for employment is complete, attend/take all necessary training, have reliable internet, meet attendance (assigned shift) and performance standards, provide clinical consultation, conduct quality audits, and performance reviews. The Remote Call Center Triage Supervisor will work with the Remote Triage Consultants to provide clinical consultation, duty to warn and mandated reporting, ensure shift attendance, call quality auditing, and participate in team calibration..*Job Duties:* + Supervise, develop, and coach Remote Triage Consultants to ensure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals. + Performs tasks to ensure service level requirements are met. + Ensure TCs understand and comply with all call center objectives, key performance standards, and policies. + Answer questions regarding best practices or difficult calls. + Assume leadership responsibility for departmental tasks and call center activities as required. + Support and enforce call center expectations as well as departmental and corporate policies and procedures. + Make recommendations to management for disciplinary actions up to terminations. + Look for trends or issues within the call center based on the key performance indicators and suggests and implements process improvements and enhancements through various methods of approval. + Communicate pertinent program updates in a timely manner. + Promote a positive team-oriented and employee participative culture. + Participate in programs to recognize and reward quality performance. + Perform other duties as assigned..*Classification:* Full-Time, Exempt.*Operating Hours:* 10am -6:30pm or 11:30 - 8pm EST, Mon. - Fri..*Compensation:* $65k.*-* $70k + Benefits.*Requirements:* + Master-s degree in Social Work, Marriage and Family Therapy, Counseling, or other human services fields required + Must have 3 years of recent and relevant practical supervisory experience + Hold current, valid, unrestricted counseling license/certification from any of the fifty states, the District of Columbia (D.C), a U.S. Commonwealth, or a U.S Territorythat grants the authority to provide counseling services as an independent practitioner in their respective fields + International Employee Assistance Professionals Association (EAPA) and Certified Employee Assistance Professional (CEAP) preferred + Must be a U.S. Citizen and speak fluent English + Experience in counseling, social work, mental health services. Behavioral health experience preferred. + Knowledge of mandated procedures for child or elder abuse situations. + Familiarity in core service areas of child development, parenting, adoption, education, and service for older adults + Military spouse or family member experience in military community highly desirable. + Ability to type 50 wpm + Strong MS Office skills (Word, Excel, PowerPoint) + Comply with all HIPPA Compliance regulations + Excellent oral, written, and interpersonal communication skills + Experience in quality monitoring, evaluation, performance management, and coaching + Familiarity in monitoring contact center activities (volume, staffing, CSAT data, and KPIs) _The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary._.*Background Check, Drug Screening and Skills Assessments Required*.*Skills/Qualifications/Keywords:* Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus, Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem Solving, MS Outlook and Office Skills, Leadership Team, People Skills, Diversity, Professionalism, Organization, Team Oriented, Learning, Flexibility, Effective Communication..*Pearl offers a full benefits package that includes medical, dental, vision, life insurance, paid time off, paid holidays, and a 401K. Additional ancillary benefits will also be available* ..*Pearl Interactive Network, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation and gender identity.*