Clinical Team Leader, Psychological Health Service

Clinical Team Leader, Psychological Health Service

Our psychological health team is a diverse group of specialists dedicated to developing, delivering, and evaluating employee health and wellbeing strategies for Trust & Safety teams at Concentrix. Our initiatives are crafted to enhance and support positive mental and physical health, while fostering a healthy culture and work environment across the organization. The Clinical Team Leader will provide support to a team of qualified wellbeing counselors who deliver mental health and wellbeing support to employees working in content moderation roles.

You'll be a Clinical Team Leader and responsible for the resolution of all clinical risks and concerns, advising the team on how to manage complex cases and where to escalate. You'll monitor sessions using interventions such as Cognitive Behavioural Therapy (CBT), Acceptance and Commitment Therapy (ACT), Solution Focused Therapy (SFT) and Mindfulness Based Therapies (MBT). You'll routinely monitor and track the assessment of cases for risk, ensure that wellbeing counselors follow strict safety protocols and escalate complex cases to clinical leadership.

Your role also includes collaborating with your colleagues to design individual and group session strategies that improve resilience, healthy coping, and distress management skills. In this role, you'll focus on the delivery and quality assurance of a psychological health program and coach counselors to ensure performance metrics are achieved.

As this role falls into the category of Trust & Safety, you'll be working with people exposed to harmful content. This may occur in the form of images, video, and text related to hate speech, violence, child safety, depictions of harm to self and others, and harm to animals.

The primary responsibilities of this role include:

• Monitor 1:1 check-ins and counselling sessions, addressing psychological health using short-term resilience strategies such as CBT, ACT, SFT, MBT, and psychoeducation.
• Monitor group and peer support sessions aimed at building resilience, developing healthy coping strategies and building positive working relationships.
• Partner with site-based teams and other regional leads to ensure employees have access to mental health and wellbeing activities, with a focus on enhancing employee resiliency and minimizing psychological risks in the Content Moderation space.
• Support in assessing cases for trauma related to exposure to graphic content, follow escalation protocols, and triage employees to appropriate support pathways.
• Reports to the clinical leadership team on a regular basis to discuss observations, insights risks, and areas for improvement.
• Develops and ensures commitment to safe working practices across the Psychological Health team.
• Responsible for adherence to professional and ethical guidelines set by discipline-specific governing and licensing bodies across the psychological health team.

Data, insight, and analysis

• Provides clinical guidance and coaching to counselors, drawing on insights captured from data with in the campaign.
• Has oversight of health data dashboards and report creation.
• Manages confidential case records and reports safely, and in line with privacy protocols.
• Ensures and tracks completion of the delivery of psychometric assessments to employees within the campaign.
• Reviews assessment data for trends that require intervention, and prepares regular business and data insight reports.

Minimum qualifications:

• Bachelor in Psychology + Master's degree in clinical psychology, counselling psychology, psychotherapy or organizational/industrial psychology.
• Current unrestricted license to practice in the country where the site is based (OPP - effective membership).
• Minimum 5 years of experience in wellbeing or psychotherapy field.
• Proven ability to lead a diverse multi-disciplinary team of counselors or therapists.
• Able to build trust and rapport with employees, managers and team members.
• Experience designing and delivering wellbeing/mental health training, workshops and webinars.
• Proven ability to maintain professionalism and ethical standards in a corporate environment.
• Strong people management, coaching and development skills.
• Excellent communication and presentation skills.
• Flexible, adaptable and able to work creatively in a problem-solving environment.
• Fluent in written and spoken English.

Desired qualifications:

• Experience working in Trust and Safety or a content moderation environment.
• Experience working with employees working in a corporate environment.

Expected working shift hours between 11AM - 8PM; Requirement to cover at least one weekend day (Saturday or Sunday).