Call Center Supervisor - Migrant Services
ASPEN OF DC INC•Washington, DC
•Onsite
About The Position
The Call Center Supervisor for Migration Services is responsible for overseeing daily call center operations that support individuals navigating immigration and migration-related processes. This role ensures high-quality, accurate, and empathetic customer service while maintaining compliance with applicable regulations and program requirements. The Supervisor leads a team of agents, monitors performance, and drives continuous improvement to enhance service delivery for diverse populations.
Requirements
- 3–5 years of call center experience, including at least 1–2 years in a supervisory role
- Strong knowledge of call center systems, CRM tools, and performance metrics
- Excellent communication, leadership, and conflict resolution skills
Nice To Haves
- Experience supporting migration, immigration, or human services programs
- Experience working with government-funded programs or contracts
- Multilingual capabilities (e.g., Spanish,or other high-demand languages)
- Familiarity with immigration processes, policies, or case management systems
- Experience working with diverse, vulnerable, or underserved populations
Responsibilities
- Supervise, coach, and support call center agents handling migration and immigration-related inquiries
- Conduct regular performance evaluations, call monitoring, and feedback sessions
- Develop staff schedules to ensure adequate coverage and service levels
- Lead onboarding and ongoing training focused on policy updates, cultural competency, and customer service excellence
- Oversee daily call center operations, including call queues, wait times, and service level agreements (SLAs)
- Ensure accurate documentation of customer interactions in CRM or case management systems
- Identify trends in call volume and customer needs to inform staffing and process improvements
- Handle escalated or sensitive cases with professionalism and discretion
- Ensure adherence to federal, state, and organizational policies related to migration services
- Monitor calls and interactions for accuracy, tone, and compliance with program guidelines
- Maintain confidentiality and safeguard sensitive client information
- Support audits, reporting requirements, and data quality checks
- Promote a customer-centered approach that is respectful, culturally responsive, and trauma-informed
- Coordinate with case managers, legal teams, and partner organizations to resolve complex inquiries
- Support multilingual service delivery, including interpretation resources as needed
- Track and report on key performance indicators (KPIs) such as call resolution time, customer satisfaction, and agent productivity
- Recommend and implement process improvements to enhance efficiency and service quality
- Prepare regular reports for program leadership and stakeholders
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What This Job Offers
Career Level
Manager
Education Level
No Education Listed
