ECCO Call Center Assistant Manager
US-CA-Irvine
Careers (External)
Req #: 6678
Type: Full-Time
|
|
|||||||||||
|
||||||||||||
Overview: GovCIO is currently hiring for an ECCO Call Center Assistant Manager to support high-level strategic planning, and complete high-profile and or quick turnaround tasks regarding the management and operations of the ECCO. This position will be located in Irvine, CA. and will be an onsite position. Responsibilities: The ECCO Call Center Assistant Manager is the deputy to the ECCO Call Center Manager 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. * Responsibilities to include but not limited to the following, in coordination with the Call Center Manager: * Works with the PM 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. * Maintains 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. * Coordinates to forecast both ERO and contractor needs in an environment of shifting priorities and changing workloads. * Ensures Quality Assurance metrics are in place and facilitate proper reporting to the government. * Ensures all ECCO SOPs are updated as needed and SOPs are created for any new programs or lines of business. Qualifications: Bachelor's with 5 years (or commensurate experience) Required Skills and Experience * Clearance Required: Public Trust * US Citizenship * Experience at the ECCO Call Center in Irvine, CA. * 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: https://www.govtilr.org/Skills/ILRscale2.htm Preferred Skills and Experience
Share this job:
