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The call center manager/assistant manager is the deputy to the call center manager 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 reporting. As 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 tasks, have multi-year experience working with ServiceNow as an end-to-end CMS.
Duties to include but not limited to the following:
performance reviews, and capacity planning. Establishing technical specifications, productivity,
quality, and customer-service standards; contributing information and analysis to organizational
strategic plans and reviews.
resolving problems; preparing and completing action plans; completing system audits and analyses;
managing system and process improvement and quality assurance programs.
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.
requests; exploring opportunities to add value to job accomplishments.
and maintain efficient process; address emerging technical and administrative issues; and maintain
situational awareness of issues affecting call responses.
priorities and changing workloads.
of business.
or an associate degree with eight years of related experience; or 10 years of related experience with
no degree.
searching automated systems for data. Prior law enforcement or immigration related experience is
preferred.
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.
effectively communicate with personnel of various backgrounds.
Americans with Disabilities Act (ADA): XLA is committed to the full inclusion of all qualified individuals. As part of this commitment, XLA will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage qualified individuals with disabilities to apply. If a reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 703-584-8317 or via email at humanresources@xla.com. For persons who are deaf, hard of hearing, deafblind, or deaf-disabled, XLA will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.
If you require accommodation or assistance to complete the online application process, please contact Stephanie Iwasiw, 703-584-8317 or siwasiw@xla.com. When you contact Ms. Iwasiw, please identify the type of accommodation or assistance you are requesting. We will assist you promptly.
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