Call Center Manager

Call Center Manager

Requirements

• Ability to obtain a Public Trust Clearance, US Citizenship required.
• Must reside in the United States and work must be performed in the United States.
• Bachelor’s degree and five years of experience; or a master’s degree with four years of experience; or an associate degree with eight years of related experience; or 10 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.

Responsibilities

• Assist the Project Manager in the planning, execution, and completion of projects, ensuring alignment with scheduled milestones and budget constraints.
• Oversee the development and deployment of agency technologies; monitor performance metrics of technology teams to ensure timely delivery of high-quality solutions.
• Ensure all project deliverables adhere to established quality standards, regulatory guidelines, and agency policies.
• Identify, assess, and communicate potential risks associated with project development and execution.
• Maintain detailed and up-to-date project documentation, including project plans, progress reports, and leadership briefings for review by the Project Manager and key stakeholders.
• Develop and guide call center operational strategies through needs assessments, performance analysis, capacity planning, and cost-benefit evaluations; identify and assess advanced technologies; define user requirements and technical specifications to enhance productivity, service quality, and customer satisfaction; contribute to strategic organizational reviews and planning.
• Possess expertise in customer interaction systems, voice response technologies, and telephony networks; manage user interface development, user acceptance testing, system assessments, and deployment planning.
• Enhance call center efficiency by monitoring system performance, resolving issues, preparing action plans, conducting system audits, and leading continuous improvement and quality assurance initiatives; oversee system upgrades and enhancements.
• Stay current with industry best practices by tracking trends in call center operations, attending professional development events, reviewing relevant publications, and engaging with professional networks and organizations.
• Ensure all Standard Operating Procedures (SOPs) are consistently reviewed and updated as necessary, and that new SOPs are developed for emerging programs or business lines.

Preferred Qualifications

• Bi-lingual in Spanish and English.
• Prior law enforcement or immigration related experience is preferred.
• Knowledge and experience working with RAD Apps; to include CRM tools.
• Proficiency in Microsoft Office Programs.