Call Center Supervisor

Call Center Supervisor

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 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.

Job Objective

The Call Center Supervisors supervises the call center operator analysts, maintain staffing schedules and managing daily operations at the ECCO Call Center in Irvine. CA.

Responsibilities

• Works with the call center manager to determines 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..
• 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.
• 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.