What are the responsibilities and job description for the Call Center Supervisor position at The Providencia Group?
TITLE: Call Center Supervisor
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
Minimum Qualifications and Key Skills
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.
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
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.
Minimum Qualifications and Key Skills
- Masters’ degree or higher in Social Work, psychology, counseling, or related social science discipline where clinical training and experience is a program requirement.
- Unrestricted Licensure in Social Work, counseling, or related field required.
- 2 years preferred experience in a supervisory role.
- 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 and Trauma Informed Care.
- Strong communication skills, both written and verbal, excellent organizational abilities.
- Excellent judgement and leadership capabilities.
- Bilingual in English and Spanish.
- Must possess strong computer skills in MS Office, including Excel, Word, and Teams.
- Ability to type 45 wpm.
- 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.
- 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.
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.
- Due to the importance of this position, employees supporting this contract may be required to work extended hours including evening work, holidays, support on-call assignments, and work weekends to support time-sensitive or real-time complex services.
- You will be required to complete 3 weeks of mandatory training, to include webinars, self-paced training, and web-based workshops.
- Your schedule may change based on client needs and resource availability.
- 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.
- 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.
- U.S. Residency requirement - 3 consecutive years in the last 5 years.
- Internal background check to the satisfaction of contract requirements.
- Child Abuse/ Neglect Report (CAN) or child protective services check with no adverse findings.
- Standing/Walking/Mobility: Must have mobility to attend meetings 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.
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
