Call Center Manager

2 weeks ago

Washington, 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 Manager. The Call Center Manager is the deputy to the Call Center Supervisor and helps facilitate the workflow of client deliverables through the other resources on the team. * He/She is responsible for reviewing draft deliverables, including verifying data queries and reporting. As a more senior resource, the Call Center Manager is also responsible for analyzing business processes and recommending improvements. * The Call Center Manager will support high-level, strategic planning, and complete high-profile and/or quick turnaround tasks. Duties to include but not limited to the following: * Works with the Project Manager to determine 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. * Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. * 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 ECCO supervisor staff in addition to personnel at CPD HQ to create and maintain efficient process; address emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses. * Interface with COR as required in order to meet the contract requirements * Coordinate with the COR to forecast both ERO and contractor needs in an environment of shifting priorities and changing workloads. * Ensure Quality Assurance metrics are in place and facilitate proper reporting to the government * Ensure 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 * Proficiency in Microsoft Office Programs Apply online here: https://phg.tbe.taleo.net/phg01/ats/careers/v2/viewRequisition?org=GATEWAYVENT&cws=46&rid=4095 This position is located in Washington, DC. 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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