Lead Call Center Specialist – Care

Providencia • El Paso, TX

5d

About The Position

The Lead Call Center Specialist provides day-to-day operational leadership and quality oversight to a team conducting safety and well-being screenings in a federally regulated environment. This role supports accurate risk identification, consistent application of protocols, and timely escalation of sensitive concerns while mentoring staff and ensuring compliance with federal, state, and organizational requirements.

Requirements

• Bachelor’s degree and a minimum of three (3) years of relevant experience in child welfare, human services, case management, or a related field
• At least one (1) year of prior supervisory or lead experience
• Bilingual English/Spanish required
• Ability to pass a government background investigation
• Eligibility to obtain and maintain a Public Trust or higher clearance
• Must be a U.S. Citizen
• Ability to work nights, weekends, and holidays as required
• Must have mobility to attend meetings with other managers and employees.
• Must be able to write, type and use a telephone system 100% of the time.
• Sitting for prolonged and extended periods of time.

Nice To Haves

• Social work or behavioral health licensure preferred

Responsibilities

• Provide daily workflow direction and coaching to call center specialists
• Serve as first-level escalation point for high-risk or sensitive cases
• Review case documentation for accuracy, completeness, and compliance
• Support complex inbound and outbound communications with professionalism
• Reinforce quality, documentation standards, and trauma-informed engagement
• Promote a professional, supportive, and accountable team environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees