Customer Service Operations Manager

4 days ago


Irvine, California, United States Lukos Full time
About the Position

We are seeking a highly skilled Customer Service Operations Manager to oversee the daily operations of our Call Center in Irvine, CA. This is a full-time position with a competitive salary of $85,000 - $110,000 per year.

The ideal candidate will have at least 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.

In this role, you will work closely with the call center manager to determine operational strategies by conducting needs assessments, performance reviews, and capacity planning. You will also be responsible for maintaining and improving call center operations by monitoring system performance, identifying and resolving problems, and preparing and completing action plans.

Your excellent reading comprehension, writing, and communication skills will enable you to effectively communicate with personnel of various backgrounds. Additionally, you will be required to quickly establish rapport with callers, ask probing questions to identify concerns, and apply knowledge of immigration enforcement/detention to assessing caller concerns.

Responsibilities
  • Work with the call center manager to determine call center operational strategies.
  • Maintain and improve call center operations.
  • Establish rapport with callers and assess their concerns.
  • Prepare and complete action plans.
  • Monitor system performance and identify potential issues.

Requirements
  • At least 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.
  • Bilingual (Spanish and English) with a minimum proficiency of 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent.
  • Excellent reading comprehension, writing, and communication skills.

About Lukos
Lukos is a professional services company that has been delivering solutions to the Federal Government for over 15 years. We specialize in areas such as national security, homeland security, international development, training, analytics, healthcare, and other professional services.

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