Lead Call Center Specialist

About the position

The Lead Call Center Specialist will report to the Call Center Supervisor. 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, and Office of Refugee Resettlement. In this role, you will serve as a lifeline for children and their sponsors in the midst of uncertainty, providing a critical service by answering calls, directing resources, and ensuring these vulnerable children receive the care and support they need. Your leadership and expertise will contribute to the immediate and effective support for unaccompanied refugee children, facilitating their safety and wellbeing. Your effective team management and strategic decisions will enhance the call center’s performance and ensure seamless support for this vulnerable population.

Responsibilities

• Lead and manage a team of up to approximately 12-18 call center specialists: handle scheduling, performance assessment, and professional development activities.
• Field and direct high-level or complex calls related to unaccompanied children and related parties.
• Develop and implement omni-channel contact center procedures and protocols to improve efficiency and service quality.
• Promote productivity and ensure staff meet their performance standards and metrics/goals.
• Oversee the collection, recording, and reporting of call logs and other data.
• Liaise with internal and external stakeholders, including governmental agencies and non-profit organizations.
• Stay abreast of changes in immigration law, child welfare policies, ORR policies, and cultural sensitivity practices; ensure team members are properly trained.
• Promote positive environment with an emphasis on building high morale; offer words of encouragement to assigned US team and make them feel valued and appreciated; promote collaboration.
• Report any issues with their assigned US staff to the Call Center Supervisor.
• Handle crisis intervention, conflict, confrontation or other complex people situations with compassion and decisiveness.
• Work with traumatized/exploited children and children with behavioral problems.
• Demonstrate ability to service a diverse group of clients, including refugees or other minority families.
• Aptitude to work cross functionally with TPG personnel and Social Services Agencies to deliver the highest quality of work under extreme pressure and in a fast-paced environment.
• Proven experience and high level of comfortability operating technology and learning new software applications quickly to perform data entry.
• Ability to work independently in the field and exercise a high level of confidentiality.
• Knowledge of state, community, and agency resources for victims of abuse, migrants, refugees, underserved populations, etc.

Requirements

• Bachelor’s degree in social work or an equivalent degree in Psychology, Sociology, or other relevant Behavioral Science.
• Two (2) or more years of post-graduate ORR, child welfare, or social services case management/call center experience.
• One (1) year of supervisory experience.
• Bilingual in Spanish is required.
• Available to work a flexible schedule, including nights and weekends.
• Licensed Baccalaureate Social Work (LBSW), Licensed Master Social Worker (LMSW) or Certified Mental Health Provider is favorable (preferred).
• Experience training and managing a large team of case managers or mental health professionals.
• Experience working with refugees under the age of 17.
• Experience working with Government Clients, preferably ORR, FEMA, HHS, and/or DHS.
• Proficiency in accurately transcribing and translating verbal communication.
• Ability to handle sensitive and difficult situations with empathy and professionalism.
• Strong problem-solving skills and ability to make quick, effective decisions.
• Proficiency in multiple languages is highly advantageous.
• Ability to handle confidential information with discretion and integrity.
• Exceptional leadership and team management skills.
• Strong verbal and written communication skills.
• High-level problem-solving abilities and decision-making skills.
• Advanced knowledge of call center operations and related software is advantageous.
• Must possess strong computer skills in MS Office, including Excel, Word, Teams.
• Ability to type 45 wpm.

Nice-to-haves

• Knowledge of state, community, and agency resources for victims of abuse, migrants, refugees, underserved populations, etc.
• Understanding of U.S. immigration and refugee policies, particularly pertaining to unaccompanied minors.
• Knowledge of child welfare and child rights issues.
• Familiarity with call center operations and related case management software.
• Basic understanding of trauma-informed care principles.
• Experience working with traumatized/exploited minors and minors with behavioral problems.
• Demonstrated ability to support diverse clients, including refugees or other minority families.