Lead Call Center Specialist

Koniag Government Services•El Paso, TX

1d•Onsite

About The Position

Koniag Professional Services, a Koniag Government Services company, is hiring Call Center Specialists Leads (Bilingual English/Spanish) to support KPS and our government customer. Must be a US Citizen and eligible to obtain a Public Trust clearance. This position is located in El Paso, TX. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, paid vacation and sick leave, and more. This role involves responding to sensitive, high-impact calls and providing real-time guidance, crisis response, and resource coordination to promote the safety and well-being of vulnerable youth. Candidates must be available to work in either El Paso, TX, Rockville, MD, or Fairmont, WV.

Requirements

Bachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field.
At least 3 years of child welfare experience.
Bilingual in English and Spanish.
Strong computer skills, including proficiency in Microsoft Excel, Word, Teams, and Outlook.
Comfortable learning new systems and working with case management software.
Exceptional verbal and written communication skills.
Ability to navigate sensitive conversations and emotionally charged topics with professionalism and empathy.
U.S. Citizenship or Permanent Residency required.
Must be eligible for Public Trust clearance

Nice To Haves

Prior call center experience, especially in behavioral health or child/family services.
Familiarity with Federal government programs that support UAC.
Working knowledge of trauma-informed care principles and best practices in crisis intervention.

Responsibilities

Deliver high-quality, compassionate services to UAC, sponsors, community members, and other callers
Communicate effectively in English and Spanish
Maintain professional judgment, especially during crisis calls
Respond to calls promptly
Manage and de-escalate calls from individuals in crisis
Triage calls for appropriate responses, referrals, and documentation
Provide case management/referral services
Apply quality standards to all calls and meet program deadlines
Work with stakeholders, including legal service providers and court officials
Assess changes affecting child safety and make referrals to officials
Follow protocols and policies in call handling including post-call documentation