ECCO Call Center Supervisor

GovCIO is currently hiring for an ECCO Call Center Supervisor to support high-level strategic planning, and complete high-profile and or quick turnaround tasks regarding the management and operations of the ECCO.

This position will be located in Irvine, CA. and will be an onsite position.

• Duties to include but not limited to the following:
  • Works with the call center manager to determine call center operational strategies by conducting needs assessments, performance reviews, and capacity planning. Establishing technical specifications, productivity, quality, and customer-service standards; contributing information and
    analysis to organizational strategic plans and reviews.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses;
    managing system and process improvement and quality assurance programs.
  • Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assessing caller concerns.
  • Responsible for making database and manual queries related to individuals in ICE detention or other persons in immigration proceedings received when necessary.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
  • Maintains communications with the call center manager regarding ECCO staff.
  • Addresses emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses and the ECCO as a whole.
  • Ensures QA metrics are in place and facilitate proper reporting to the government.
  • Supervises the call center operator analysts, maintain staffing schedules and managing daily operations.
  • Stands ready to answer incoming calls in a timely manner from detention facilities and other stakeholders, if needed, during any surge in incoming call volume.
  • Assists the manager in ensuring all ECCO SOPs are updated as needed and SOPs are created for any new programs or lines of business.
  • Have multi-year experience working with ServiceNow as an end-to-end CMS.

Bachelor’s degree and five years of experience. (or commensurate experience)

Required Skills and Experience

• Clearance Required: Public Trust
• US Citizen
• Experience at the ECCO Call Center in Irvine, CA.
• Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the
  Interagency Language Roundtable Scale or its equivalent) Spanish and English required. Detailed
  information regarding the Interagency Language Roundtable Scale Descriptions can be found at the
  following website: https://www.govtilr.org/Skills/ILRscale2.htm 

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.