The Providencia Group · 2 days ago
Lead Call Center Specialist
United States
Full-time
Remote
Senior Level
2+ years exp
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No H1B
U.S. Citizen OnlySecurity Clearance Required
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Responsibilities
Lead and manage a team of up to approximately 12-18 call center specialists: handle scheduling, performance assessment, and professional development activities.
Field and direct high-level or complex calls related to unaccompanied children and related parties.
Develop and implement omni-channel contact center procedures and protocols to improve efficiency and service quality.
Promote productivity and ensure staff meet their performance standards and metrics/goals.
Oversee the collection, recording, and reporting of call logs and other data.
Liaise with internal and external stakeholders, including governmental agencies and non-profit organizations.
Stay abreast of changes in immigration law, child welfare policies, ORR policies, and cultural sensitivity practices; ensure team members are properly trained.
Promote positive environment with an emphasis on building high morale; offer words of encouragement to assigned US team and make them feel valued and appreciated; promote collaboration.
Report any issues with their assigned US staff to the Call Center Supervisor.
Handle crisis intervention, conflict, confrontation or other complex people situations with compassion and decisiveness.
Work with traumatized/exploited children and children with behavioral problems.
Demonstrate ability to service a diverse group of clients, including refugees or other minority families.
Aptitude to work cross functionally with TPG personnel and Social Services Agencies to deliver the highest quality of work under extreme pressure and in a fast-paced environment.
Proven experience and high level of comfortability operating technology and learning new software applications quickly to perform data entry.
Ability to work independently in the field and exercise a high level of confidentiality.
Knowledge of state, community, and agency resources for victims of abuse, migrants, refugees, underserved populations, etc. preferred.
Other duties as assigned.
Qualification
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Required
Bachelor’s degree in social work or an equivalent degree in Psychology, Sociology, or other relevant Behavioral Science with two (2) or more years of post-graduate ORR, child welfare, or social services case management/call center experience and one (1) year of supervisory experience.
Bilingual in Spanish is required.
Available to work a flexible schedule, including nights and weekends.
Proven experience and high level of comfortability operating technology and learning new software applications quickly to perform data entry.
Ability to work independently in the field and exercise a high level of confidentiality.
Ability to handle sensitive and difficult situations with empathy and professionalism.
Strong problem-solving skills and ability to make quick, effective decisions.
Exceptional leadership and team management skills.
Strong verbal and written communication skills.
High-level problem-solving abilities and decision-making skills.
Must possess strong computer skills in MS Office, including Excel, Word, Teams.
Ability to type 45 wpm.
Must be at least 21 years of age.
A valid US Driver’s license.
Must be a U.S Citizen or Permanent Resident.
Residency requirement - 3 consecutive years in the last 5 years.
Preferred
Licensed Baccalaureate Social Work (LBSW), Licensed Master Social Worker (LMSW) or Certified Mental Health Provider is favorable.
Knowledge of state, community, and agency resources for victims of abuse, migrants, refugees, underserved populations, etc.
Experience training and managing a large team of case managers or mental health professionals.
Experience working with refugees under the age of 17.
Experience working with Government Clients, preferably ORR, FEMA, HHS, and/or DHS.
Proficiency in multiple languages is highly advantageous.
Advanced knowledge of call center operations and related software is advantageous.
Company
The Providencia Group
The Providencia Group provides human services, program management, training/technical assistance, and application development services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Maria Campos
President & CEO
Company data provided by crunchbase
