Call Center Supervisor

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 assess caller concerns. Responsible for making databases and manual queries related to individuals encountered by client 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 Call Center staff. Addresses emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses and the Call Center. 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 Call Center SOPs are updated as needed and SOPs are created for any new programs or lines of business. Possess multi-year experience working with ServiceNow as an end-to-end CMS. Additional duties as assigned by the COR in association with the Call Center. 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. Minimum 5 years of experience in responding to requests for information and searching automated systems for data. Ability to obtain a Public Trust. Prior law enforcement or immigration related experience is preferred. Knowledge and experience working with RAD Apps; to include CRM tools. Excellent reading comprehension, writing and communication skills that include the ability to effectively communicate with personnel of various backgrounds.