Call Center Supervisor

TITLE: Call Center Supervisor

LOCATION: Nationwide

TRAVEL: Minimal (up to 10%, as needed)

About Us

The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.

About The Team

We are problem solvers working with leading agencies and organizations to help them address many of today’s most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.

What You’ll Be Part Of – TPG Culture

At TPG, we expect incredible tangible results. TPG professionals play a unique role in delivering these results. We reach across disciplines and borders to serve our global organization. We provide a roadmap for focusing on people, our work, and continuous improvement. We see people as people, take care of each other, commit to the mission, move quickly and bravely, get better every day, and seek truth. We are the backbone of TPG.

About The Role

The Call Center Supervisor will report to the Program Director and supervise a team of Lead Call Specialists and Call Specialists. Working in conjunction with other teams, this position will support the mission and aims of the Department of Health and Human Services, Administration for Children and Families, Office of Refugee Resettlement. This position will support in all facets of the National Call Center’s operations, ensuring that all calls, whether in-bound or outbound, are handled in culturally and linguistically appropriate ways, using trauma-informed care techniques and approaches, adhering to all protocols, and with the ultimate focus on child welfare and safety.

What You’ll Do

• Supervise a team of contact center specialists to ensure productivity, quality, customer service, and compliance with contractual and policy requirements.
• Provide clinical direction to team members and serve as an internal subject-matter-expert to create recommendation and safety plans for children with behavioral or mental health issues, victims of trafficking, abuse, or runaways post-release.
• Ensure all call specialists have the knowledge and ability to identify potential victims of trafficking, abuse and neglect, and other forms of exploitation, fraud, and victimization and appropriately respond and follow-up.
• Ensure all call specialists have the knowledge and tools to provide appropriate crisis intervention, de-escalation, safety planning, and make appropriate referrals to community service providers.
• Ensure all call specialists have the knowledge and ability to complete thorough and accurate documentation; make thorough and easily understood reports to external agencies such as Child Protective Services (CPS), law enforcement, the National Center for Missing and Exploited Children (NCMEC); and effectively utilize all systems of record to ensure the integrity and quality of program data.
• Implement and oversee the professional development of leads and specialists Identify technical and training needs to elevate to the Program Director.
• Analyze tasks and work volumes to provide planning and recommendations on staffing, assignments, and different projects.
• Manages schedules on a weekly basis and ensures staffing is consistent while maintaining enough flexibility to meet project demands in coordination with management. Ensures changes made to the schedule a communicated in a timely manner and updated internally.
• Identifies inappropriate employee behavior and or performance issues in collaboration with Project Director and People Services and address through corrective and or disciplinary action.
• Prepares and assists Project Manager in conducting evaluations, coaching and corrective action.
• Assist in creating, implementing, and updating standard operating procedures, performance improvement plans, and supporting special projects as needed
• Attend and support the Program Director in meetings with the customer, vendors, and other stakeholders, as needed.
  
  

Key Skills

What we’re looking for

• Masters’ degree or higher in Social Work, psychology, counseling, or related social science discipline where clinical training and experience is a program requirement.
• Licensure in Social Work, counseling, or related field required.
• At least 5 years of demonstrated (post-graduate) direct service delivery experience working with youth and trauma-informed care.
• Must have experience in a Supervisory/Management/Lead role overseeing Clinical staff (Clinicians, Case management, Case Specialists, etc.)
• Clinical crisis and intervention skills.
• Experience working with immigrant youth and families and underserved populations, with in-depth knowledge of ORR program policies and procedures.
• Strong communication skills, both written and verbal, excellent organizational abilities.
• Excellent judgement and leadership capabilities.
• Bilingual and bicultural: English and Spanish, required.
• Must possess strong computer skills in MS Office, including Excel, Word, Teams.
• Ability to type 45 wpm.
  
  

Key Knowledge

• In-depth understanding of human trafficking and child welfare.
• Demonstrated experience working with immigrant populations.
• Demonstrated experience identifying and responding to the needs of potential victims of human trafficking, child abuse, and neglect.
• Demonstrated experience working reporting to and/or working with CPS and/or law enforcement for the common purpose of child protection.
• In-depth understanding monitoring QC Plan(s), which includes the work output level, quality of the work product, quality of service and ensuring technical contract compliance.
• Experience managing staff to ensure they are meeting all performance obligations, including conducting QC reviews of daily operations, building staffing plans and ensuring staffing needs are met, enforcing uniform processes and procedures, addressing performance issues promptly and effectively utilizing their staff to complete administrative tasks.
• Expertise in using key performance indicators to proactively monitor and improve performance.
• Prior experience developing standard operating procedures, protocols and guidelines that support the changing/evolving needs of the operation.
• Experience managing, developing, and executing a robust training program for Call Center employees to develop employees and ensure adherence to all processes, procedures, and policies.
• Experience collaborating with Human Resources to resolve staff problems and concerns.
• Prior experience working with the Office of Refugee Resettlement, Office on Trafficking in Persons, the Department of Homeland Security, and/or specialized trafficking units or task forces of any state, region, or locality within the United States.
• Prior Call Center supervisory experience strongly preferred.
  
  

Key Behaviors

• A long-term view on people expressed through compassion and support
• A passion to be involved in high-impact work that makes a difference
• A drive for excellence and continual improvement
  
  

Work Environment

This is a remote opportunity where occasional travel could be required to the corporate office in Ashburn, VA. Since this is a remote role, must have a dedicated workspace conducive to full videoconferencing (camera and audio) for facilitating webinars and online discussions.

Work Schedule

This is a full-time position but hours could vary depending on needs. The National Call Center operates on a 24x7x365 basis.

Condition Of Employment

• Complete a rigorous culture and competency testing process
• Complete a Drug Test
• Must be at least 21 years of age
• A valid US Driver’s license
• Have the ability to obtain a Public Trust Clearance
  
  

Security Clearance Requirements

• Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
• Must be a U.S Citizen or Permanent Resident.
• Residency requirement - 3 consecutive years in the last 5 years.
  
  

Physical Demands

Standing/Walking/Mobility: Must have mobility to attend meeting with other managers and employees.

Climbing/Stooping/Kneeling: 10% of the time.

Lifting/Pulling/Pushing: 10% of the time.

Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time.

Sitting: Sitting for prolonged and extended periods of time.

For more information about the company please visit our website at https://www.theprovidenciagroup.com

Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.