Call Center Manager

Call Center Manager

Minimum Qualifications Summary

Certification & Education

• 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.

Experience Required

• A minimum of 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.
• Knowledge and experience working with RAD Apps; to include CRM tools.
• 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 Page 14 following website: https://www.govtilr.org/Skills/ILRscale2.htm
• Excellent reading comprehension, writing and communication skills that include the ability to effectively communicate with personnel of various backgrounds.
• Proficiency in Microsoft Office Programs.

Job Objective

The call center manager is responsible for analyzing business processes and recommending improvements. The call center manager will support high-level, strategic planning, and complete high-profile and/or quick turnaround tasks, have multi-year experience working with ServiceNow as an end-to-end CMS.

Responsibilities

• 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.
• Interfaces with COR as required in order to meet the contract requirements.
• Coordinates with the COR 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.
• Additional duties as assigned by the COR in association with the ECCO.

Education & Certification

• 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.

Work Location

Irvine, CA

About Lukos

Lukos has been delivering professional services to the Federal Government for 15 years. We help a variety of federal agencies in areas such as national security, homeland security, international development, training, analytics, healthcare, and other professional services. Since our founding, we have grown to support all military services and multiple federal civilian agencies.

About Our Name: Lukos is ancient Greek for "wolf". The characteristics of the wolf match our approach to national security. The wolf is known for cunning, aggression, patience, and teamwork. An individual wolf is smart, strong, and resilient, but the true strength of wolves is their ability to work together as a wolfpack. Kipling said it best in The Law of the Jungle.

"For the strength of the pack is the wolf, and the strength of the wolf is the pack."

At Lukos we take care of our pack by offering full time employees competitive benefits to include: medical, dental, vision, 401(k), life insurance, short and long term disability coverage, paid time off and Federal holidays.

Lukos is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or national origin.