Job Description

Compass Government Solutions LLC is seeking Call Center Coaching Staff to provide services to Service Members (active duty, reserve components, and National Guard), Coast Guard, Veterans, and their families at The Psychological Health Center of Excellence (PHCoE). In preparation to bid on this contract, we are seeking qualified candidates willing to be included in our proposal as interested, skilled individuals.

Job requirements

• Conduct regular quality assurance monitoring of calls, emails, and chat interactions to assess agent performance against established quality standards and KPIs.
• Provide constructive, timely, and specific feedback to Call Center Representatives through one-on-one coaching sessions.
• Identify individual and team-wide performance gaps, training needs, and areas for skill development (e.g., communication, problem-solving, product knowledge, and de-escalation).
• Develop and implement tailored coaching plans to address specific performance challenges.
• Assist in the development and delivery of new hire training programs and ongoing professional development sessions.
• Create and update coaching materials, job aids, and best practice guides.
• Facilitate workshops and group training sessions on various customer service topics.
• Stay informed on industry best practices and emerging trends in call center operations and customer service.
• Serve as a mentor and resource for Call Center Representatives, guiding them towards achieving their full potential.
• Motivate and inspire agents to meet and exceed performance goals.
• Foster a positive and supportive coaching environment that encourages continuous learning and improvement.
• Collaborate closely with Call Center Supervisors and Management to align coaching strategies with overall business objectives and performance targets.
• Track and report on coaching effectiveness and agent performance improvement.
• Participate in calibration sessions with the Quality Assurance team to ensure consistent scoring and feedback.
• Provide insights and recommendations to management based on coaching observations and trends.

Qualifications

• Must have a master’s degree in a mental health-related field
• Must be a licensed mental health professional (social work, psychology, marriage and family therapy, behavioral health counseling)
• Preferably at least a minimum of three years of experience delivering in-person patient care
• Has clinical experience in triage, care management, motivational interviewing, and crisis counseling
• Has experience working with military service members and veterans regarding mental Health

Additional Information

Benefits

• Competitive Salary
• Accrued paid time off
• Paid Federal Holidays
• Dental and Vision Plans
• 401(k) Plan

EOE AA M/F/Vet/Disability

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.