ECCO Call Center Supervisor
US-CA-Irvine
Careers (External)
Req #: 6679
Type: Full-Time
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Overview: GovCIO is currently hiring for an ECCO Call Center Supervisor 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: * Duties to include but not limited to the following: * Works with the call center 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. * 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. * Maintains communications with the call center manager regarding ECCO staff. * Addresses emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses and the ECCO as a whole. * Ensures QA metrics are in place and facilitate proper reporting to the government. * Supervises the call center operator analysts, maintain staffing schedules and managing daily operations. * Stands ready to answer incoming calls in a timely manner from detention facilities and other stakeholders, if needed, during any surge in incoming call volume. * Assists the manager in ensuring all ECCO SOPs are updated as needed and SOPs are created for any new programs or lines of business. * Have multi-year experience working with ServiceNow as an end-to-end CMS. Qualifications: Bachelor's degree and five years of experience. (or commensurate experience) Required Skills and Experience * Clearance Required: Public Trust * US Citizen * 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
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