Program Manager - Call Center

About the role

We are looking for a compassionate and driven leader for our Call Center. This role provides leadership and operational oversight for the ICARE, 988 Suicide & Crisis Lifeline, Help Me Grow, and Help Me Thrive Centralized Access call centers. Key responsibilities include program performance, supervisory leadership, workforce management, quality assurance, and regulatory compliance.

Responsibilities

• Provide leadership and operational oversight for the ICARE, 988 Suicide & Crisis Lifeline, Help Me Grow, and Help Me Thrive Centralized Access call centers.
• Ensure timely, high-quality, person-centered services.
• Support agency priorities and ensure regulatory compliance.
• Manage workforce effectively and conduct quality assurance.

Requirements

• Minimum Education: Bachelor’s degree in Social, Behavioral, or Health & Human Services field.
• Defined Education: Relevant experience in behavioral health, substance-use, or disability services setting.
• Priorities: Bilingual; Licensed as LMSW, LCSW, LPC, LMFT; Minimum four (4) years of professional experience.
• Years’ Experience: Three (3) years of relevant experience.
• Preferences: Bilingual; Licensed as LMSW, LCSW, LPC, LMFT; Minimum four (4) years of professional experience in behavioral health, substance-use, or disability services setting.
• Supervisory Experience: Two (2) years.

Qualifications

• Valid Texas Driver’s License.
• Eligible to obtain Qualified Mental Health Professional (QMHP-CS) certification.

Skills

• Compassion and drive.
• Leadership and operational oversight skills.
• Workforce management and quality assurance expertise.
• Regulatory compliance knowledge.

Benefits

MHMR offers an excellent and competitive benefits package including a retirement plan with company matching, day one PTO accrual, ten paid holidays plus a floating holiday, employee assistance programs, and comprehensive wellness programs that promote physical, mental, and financial health. MHMR is also committed to Student Loan Forgiveness Programs, providing long-term financial relief opportunities for eligible team members.

Pay

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Schedule

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