Supervisory Call Specialist

Title: Supervisory Call Specialist

Location: El Paso, TX (ZIP code 79902)

Travel: Minimal (up to 10%, as needed)

Security Clearance: Public Trust



*

*

*CONTINGENT UPON AWARD

*

*

*

About KACE:

When you make the decision to join KACE, you are choosing to work alongside talented professionals that have one thing in common; the passion to make a difference! KACE employees bring their diverse talents and experiences to work on critical projects that help shape the nation’s safety, security, and quality of life.

The desire to have a career that is purposeful and forward thinking is woven into every KACE employee…it’s The KACE Way.

KACE employees are; purpose driven, forward focused, open-minded, trustworthy, and invested.

The KACE Way is our commitment to our employees, to our customers, and to our communities.

Join KACE and make a difference!

Job Summary: 

The Supervisory Call Specialist will report to the Lead Supervisory Call Specialist.

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.

Essential Functions and 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 Call Center Specialist team and make them feel valued and appreciated; promote collaboration.


* Report any issues with their assigned Call Center Specialist staff to the Lead Supervisory Call Specialist.


* 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.


*...