Call Center Coaching Staff

Company Description

Compass Government Solutions (CGS) is a Woman-Owned Small Business dedicated to serving those who have served our nation. We are committed to excellence in everything we do—and that starts with our people. At CGS, we believe our employees are the key to our success.

Job Description

Compass Government Solutions is looking for a passionate and skilled Call Center Coaching Staff to support Service Members (active duty, reserve components, and National Guard), Coast Guard personnel, Veterans, and their families at The Psychological Health Center of Excellence (PHCoE). This is a unique opportunity to make a meaningful difference in the lives of those who serve our country. As we prepare to submit our proposal for this contract, we are inviting qualified professionals to be considered for inclusion as valued members of our team.

Job Duties:

• 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:

At Compass Government Solutions, we value our team and offer a comprehensive benefits package designed to support your health, well-being, and professional growth:

• Competitive Salary – Recognizing your skills and experience.

• Accrued Paid Time Off & Paid Federal Holidays – Balance work and life with time to recharge.

• Medical, Dental, and Vision Plans – Flexible coverage to meet your needs.

• Capital Services' CSI Benefits Packages – Our signature benefit offering enhanced coverage, mental health support, and specialized resources tailored to our employees’ unique needs.

• 401(k) Plan – Planning for your future has never been easier.

• Life & Disability Insurance – Protection and peace of mind for you and your family.

EOE AA M/F/Vet/Disability

Compass Government Solutions is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status or any other characteristic protected by federal, state or local laws.