Lead Call Center Specialist

TITLE: Lead Call Center Specialist

LOCATION: El Paso, TX
TRAVEL: Minimal (up to 10%, as needed)



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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 expect incredible tangible results.

TPG professionals play a unique role in delivering these results.

We reach across disciplines and borders to serve our global organization.

We provide a roadmap for focusing on people, our work, and continuous improvement.

We see people as people, take care of each other, commit to the mission, move quickly and bravely, get better every day, and seek truth.

We are the backbone of TPG.

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 organiza...