Call Center Manager (4095) with Security Clearance
Company: Three Saints Bay
Location: Washington
Posted on: May 6, 2024
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Job Description:
Eagle Habor , a subsidiary of Three Saints Bay, LLC, and a
Federal Government Contractor industry leader, is seeking a Call
Center ManagerThe Call Center Manager is the deputy to the Call
Center Supervisor and helps facilitate the workflow of client
deliverables through the other resources on the team.--- He/She is
responsible for reviewing draft deliverables, including verifying
data queries and reportingAs a more senior resource, the Call
Center Manager is also responsible for analyzing business processes
and recommending improvements.--- The Call Center Manager will
support high-level, strategic planning, and complete high-profile
and/or quick turnaround tasksDuties to include but not limited to
the following:--- Works with the Project Manager to determine call
center operational strategies by conducting needs assessments,
performance reviews, and capacity planningEstablishing 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.--- Accomplishes call
center human resource objectives by recruiting, selecting,
orienting, training, assigning, coaching, counseling, and
disciplining employees; administering scheduling systems;
communicating job expectations; planning, monitoring, appraising,
and reviewing job contributions; planning and reviewing
compensation actions; enforcing policies and procedures.---
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--- Maintain communications with ECCO supervisor
staff in addition to personnel at CPD HQ to create and maintain
efficient process; address emerging technical and administrative
issues; and maintain situational awareness of issues affecting call
responses.--- Interface with COR as required in order to meet the
contract requirements--- Coordinate with the COR to forecast both
ERO and contractor needs in an environment of shifting priorities
and changing workloads.--- Ensure Quality Assurance metrics are in
place and facilitate proper reporting to the government--- Ensure
all ECCO SOP's are update as needed and SOP's are created for any
new programs or lines of business.--- Additional duties as assigned
by the COR in association with the ECCO Position Requirements:---
Bachelor's Degree and five years of experience; or a Master's
Degree with four years of experience; or an Associate's Degree with
eight years of related experience; or ten years of related
experience with no degree--- A minimum of six years of supervisory
experience in responding to requests for information and searching
automated systems for dataPrior Law Enforcement or immigration
related experience is preferred--- Knowledge and experience working
with RAD Apps; to include CRM tools.--- 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:
http://www.govtilr.org/skills/ILRscale2.htm.--- Excellent reading
comprehension, writing and communication skills that include the
ability to effectively communicate with personnel of various
background--- Proficiency in Microsoft Office Programs Apply online
here:
https://phg.tbe.taleo.net/phg01/ats/careers/v2/viewRequisition?org=GATEWAYVENT&cws=46&rid=4095
This position is located in Washington, DCVEVRAA Federal Contractor
Three Saints Bay, LLC and its subsidiaries offer a diverse,
team-oriented working environment and the opportunity to work with
exceptional dedicated industry professionalsWe offer our employees
a comprehensive benefits package and the opportunity to take part
in exciting projects with government and commercial clients, both
domestic and internationalWe are an EEO/AA employerWe invite
resumes from all interested parties without regard to race, color,
religion, creed, gender, national origin, age, genetic information,
marital or veteran status, disability, or any other category
protected by federal, state, or local law.
Keywords: Three Saints Bay, Bel Air South , Call Center Manager (4095) with Security Clearance, Executive , Washington, Maryland
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