Lead Call Center Specialist

November 13

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The Providencia Group

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Technology • Program Management • Data Analytics • Application Design • Application Development

201 - 500

Description

• Lead and manage a team of up to approximately 12-18 call center specialists: handle scheduling, performance assessment, and professional development activities. • Field and direct high-level or complex calls related to unaccompanied children and related parties. • Develop and implement omni-channel contact center procedures and protocols to improve efficiency and service quality. • Promote productivity and ensure staff meet their performance standards and metrics/goals. • Oversee the collection, recording, and reporting of call logs and other data. • Liaise with internal and external stakeholders, including governmental agencies and non-profit organizations. • Stay abreast of changes in immigration law, child welfare policies, ORR policies, and cultural sensitivity practices; ensure team members are properly trained. • Promote positive environment with an emphasis on building high morale; offer words of encouragement to assigned US team and make them feel valued and appreciated; promote collaboration. • Report any issues with their assigned US staff to the Call Center Supervisor. • Responsibilities include, but are not limited to: Handle crisis intervention, conflict, confrontation or other complex people situations with compassion and decisiveness. • Work with traumatized/exploited children and children with behavioral problems. • Demonstrate ability to service a diverse group of clients, including refugees or other minority families. • Aptitude to work cross functionally with TPG personnel and Social Services Agencies to deliver the highest quality of work under extreme pressure and in a fast-paced environment. • Proven experience and high level of comfortability operating technology and learning new software applications quickly to perform data entry. • Ability to work independently in the field and exercise a high level of confidentiality. • Knowledge of state, community, and agency resources for victims of abuse, migrants, refugees, underserved populations, etc. preferred. • Other duties as assigned.

Requirements

• Bachelor’s degree in social work or an equivalent degree in Psychology, Sociology, or other relevant Behavioral Science with two (2) or more years of post-graduate ORR, child welfare, or social services case management/call center experience and one (1) year of supervisory experience. • Bilingual in Spanish is required. • Available to work a flexible schedule, including nights and weekends. • Licensed Baccalaureate Social Work (LBSW), Licensed Master Social Worker (LMSW) or Certified Mental Health Provider is favorable (preferred). • Experience training and managing a large team of case managers or mental health professionals. • Experience working with refugees under the age of 17. • Experience working with Government Clients, preferably ORR, FEMA, HHS, and/or DHS. • Proficiency in accurately transcribing and translating verbal communication. • Ability to handle sensitive and difficult situations with empathy and professionalism. • Strong problem-solving skills and ability to make quick, effective decisions. • Proficiency in multiple languages is highly advantageous. • Ability to handle confidential information with discretion and integrity. • Exceptional leadership and team management skills. • Strong verbal and written communication skills. • High-level problem-solving abilities and decision-making skills. • Advanced knowledge of call center operations and related software is advantageous. • Must possess strong computer skills in MS Office, including Excel, Word, Teams • Ability to type 45 wpm