TITLE: Lead Call Center Specialist
LOCATION: Nationwide
TRAVEL: Minimal (up to 10%, 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 our 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 proudly measure our success by the impact we have on the lives of vulnerable and underserved populations around the world. We are innovators and problem solvers who take great pride in partnering with government agencies, service organizations, and external stakeholder groups to address many of today’s most complex challenges. Our workforce is diverse in culture, language, and experience yet it shares a common sense of purpose and empathy for those in need of help. Our people are personally invested in the missions we support, and we reward their commitment by investing in their development, advancement, and growth. If you like what we stand for, you’ll appreciate the professionalism and dedication of those you stand beside every day.
About the Role – Who You’ll Work With
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.
The Impact of Your Results
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.
What You’ll Do
- 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.
Responsibilities include, but are not limited to:
- 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. preferred.
- Other duties as assigned.
Minimum Qualifications & Skills
- Bachelor’s degree in social work or an equivalent degree in Psychology, Sociology, or other relevant Behavioral Science with two (2) or more years of post-graduate ORR, child welfare, or social services case management/call center experience and 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
Key Knowledge:
- 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.
- Proven experience and high level of comfortability operating technology and learning new software applications quickly to complete required data entry tasks.
- Perform related duties assigned within your scope of practice - management reserves the right to revise these duties as necessary.
- Assist in vetting sponsors nationwide.
Key Behaviors:
- 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.
- Empathy: Ability to empathize with children from various backgrounds and cultures.
- Resilience: Capability to handle high-stress situations and potential emotional fatigue.
- Responsibility: Strong sense of duty and conscientiousness in ensuring callers’ needs are met.
- Collaborative: Work effectively within a team setting, sharing information and coordinating efforts.
- Adaptable: Openness to learning and responding effectively to an evolving environment.
Work Environment
This is a remote opportunity where occasional travel may be required, as needed. Since this is a remote role, must have a dedicated workspace conducive to full videoconferencing (camera and audio) for facilitating webinars and online discussions.
Work Schedule
This is a full-time position, but hours could vary depending on needs. The National Call Center operates on a 24x7x365 basis. The individual hired for this position will work Monday, Tuesday, Thursday, and Friday from 10:30am - 9:00pm EST. Assigned shift is subject to change depending on operational need.
Condition of Employment:
- 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.
Background Investigation and Security Clearance Requirements:
- Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
- Internal background check to the satisfaction of contract requirements.
- Child Abuse / Neglect (CA/N) or child protective services check to the satisfaction of contract requirements.
- Must be a U.S Citizen or Permanent Resident.
- Residency requirement - 3 consecutive years in the last 5 years.
Physical Demands
- 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