What are the responsibilities and job description for the Call Center Supervisor - Licensed Mental Health Professional position at The Providencia Group?
TITLE : Call Center Supervisor - Licensed Mental Health Professional
LOCATION : El Paso, TX
TRAVEL : Minimal (up to 5%, 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 Project Manager and supervise a team of Lead Call Center 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 consisting of Lead Call Center Specialists and Call Specialists ensuring customer service, productivity, quality, 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 Project Manager.
- 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 Manager and People Services and address through corrective and or disciplinary action.
- Prepares and assists Project Manager in conducting evaluations, coaching and corrective action.
- Ancillary support for incoming calls, texts, SAH, and email queues.
- Assist in creating, implementing, and updating standard operating procedures, performance improvement plans, and supporting special projects as needed
- Attend and support the Project Manager in meetings with the customer, vendors, and other stakeholders, as needed.
What we're looking for :
Minimum Qualifications and Key Skills
Key Knowledge
Key Behaviors
Work Environment
This is an onsite opportunity in El Paso, TX at a call center.
Work Schedule
This position is considered ESSENTIAL as The National Call Center operates on a 24x7x365 basis including holidays. This means the position will be required to work on holidays or during emergency or crisis situations, including inclement weather, natural and human-caused disasters, etc.
Condition of Employment
Security Clearance / Background Check Requirements
Physical Demands
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.
TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.
If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to HRsupport@theprovidenciagroup.com
