Call Center Supervisor

2 weeks ago

Irvine, United States Three Saints Bay Full time

Eagle Habor , a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Call Center Supervisor. Works with the Call Center Manager to determines call center operational strategies by conducting needs assessments, performance reviews, and capacity planning. Establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. * Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. * Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assessing caller concerns. * Responsible for making database and manual queries related to individuals in ICE detention or other persons in immigration proceedings received when necessary. * Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. * Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments * Maintain communications with the Call Center manager regarding ECCO staff. * Address emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses and the ECCO as a whole. * Ensure Quality Assurance metrics are in place and facilitate proper reporting to the government. * Supervises the Call Center Operator Analysts, maintain staffing schedules and managing daily operations. * Stand ready to answer incoming calls in a timely manner from detention facilities and other stakeholders if needed during any surge in incoming call volume. * Assist the Manager in ensuring all ECCO SOP's are update as needed and SOP's are created for any new programs or lines of business. * Additional duties as assigned by the COR in association with the ECCO. Position Requirements: * Bachelor's Degree and five years of experience; or a Master's Degree with four years of experience; or an Associate's Degree with eight years of related experience; or ten years of related experience with no degree * A minimum of six years of supervisory experience in responding to requests for information and searching automated systems for data. Prior Law Enforcement or immigration related experience is preferred * Knowledge and experience working with RAD Apps; to include CRM tools. * Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the * Interagency Language Roundtable Scale or its equivalent) Spanish and English required. * Detailed information regarding the Interagency Language Roundtable Scale Descriptions can be found at the following website: http://www.govtilr.org/skills/ILRscale2.htm. * Excellent reading comprehension, writing and communication skills that include the ability to effectively communicate with personnel of various background. * Knowledge and experience working with RAD Apps; to include CRM tools. Apply online here: https://phg.tbe.taleo.net/phg01/ats/careers/v2/viewRequisition?org=GATEWAYVENT&cws=69&rid=4111 This position is located in Irvine, CA VEVRAA Federal Contractor Three Saints Bay, LLC and its subsidiaries offer a diverse, team-oriented working environment and the opportunity to work with exceptional dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international. We are an EEO/AA employer. We invite resumes from all interested parties without regard to race, color, religion, creed, gender, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.

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