Call Center Manager/Assistant Manager

Position Description

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:

• Works with the PM 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.

• 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.

• Maintains 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.

• Interfaces with COR as required in order to meet the contract requirements.
• Coordinates with the COR to forecast both ERO and contractor needs in an environment of shifting

priorities and changing workloads.

• Ensures Quality Assurance metrics are in place and facilitate proper reporting to the government.
• Ensures all ECCO SOPs are updated as needed and SOPs are created for any new programs or lines

of business.

• Additional duties as assigned by the COR in association with the ECCO.

Requirements

• Bachelor’s degree and five years of experience; or a master’s degree with four years of experience;

or an associate degree with eight years of related experience; or 10 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 data. Prior 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: https://www.govtilr.org/Skills/ILRscale2.htm.

• Excellent reading comprehension, writing and communication skills that include the ability to

effectively communicate with personnel of various backgrounds.

• Proficiency in Microsoft Office Programs.

EEO Statement

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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