Call Center Supervisor

Position Description

Duties to include but not limited to the following:

• Works with the call center manager to determines 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.
• 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.

• Knowledge and experience working with RAD Apps; to include CRM tools.

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 [email protected]. 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 [email protected]. 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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