Call Specialist Supervisor - Tier 1
Company: ICF
Location: Jefferson City
Posted on: January 27, 2023
|
|
Job Description:
Purpose of the Position:The Tier 1 Call Specialist Supervisor
will be responsible for overseeing and helping Tier 1 Call
Specialists to respond to general questions and needs from
children, sponsors, and family members in which obtaining basic
information or guidance is the target of the call. Willingness to
get on the phone when volume requires it. The position reports to
the Operations Manager for the Call Center.Key Responsibilities: +
Respond to calls, providing resources, referrals, and guidance on
how to navigate through ORR systems+ Work closely with the call
center staff, ORR (client) and client's stakeholders in the
execution of deliverables and services+ Triage all calls to assure
appropriate level of response is being provided+ Assure uniform
quality standards are applied to all calls+ Provide appropriate
responses directly+ Provide crisis intervention and guidance to
callers regarding clinical components of crisis intervention +
Refer all calls regarding abuse to Tier 3 supervisor + Refer all
calls regarding behavioral disruption, mental health crisis, or
runaway behaviors or requests for family emotion, behavioral, or
psychological supports to Tier 2 call specialist. + Document all
calls in call log electronically + Provide all information for
reports in timely manner + Follow all protocols and policies in
answering calls+ Ability to communicate information calmly in
high-stress situations, demonstrating sensitivity to the population
served (children, sponsors, family members)+ Manage workflow and
tasks required to meet key performance indicators+ Coach and
develop contact center agents through call review, case assessment,
contact center analytics+ Provide new hire training and on-going
training to tenured contact center agentsMinimum Qualifications: +
Bachelors in social work or some other relevant degree+ Minimum of
2 years of experience working in social services setting+
Bi-lingual English and SpanishPreferred Skills/Experience: +
Experience working with unaccompanied children or refugee minors+
Experience with Office of Refugee Resettlement+ Completion of
Certified Community Service Worker (CCSW) trainingProfessional
Skills:+ Strong oral and written communication skills+ Strong
analytical, problem-solving, and decision-making capabilities+
Strong attention to detail+ Ability to multi-task in a fast-paced
environment and quickly assess risks+ Ability to work well both
individually and in a team environment+ Ability to prioritize
multiple tasks while demonstrating the initiative to complete
projects with minimum supervision+ Ability to work with all levels
of internal staff, as well as outside clients and vendors+ Ability
to be flexible to handle multiple priorities and to work limited
overtime as necessary+ Proficiency in MS Office Applications (Word,
Outlook, Excel) and MS SharePoint+ Sound business ethics, including
the protection of proprietary and confidential information+
Proficiency in work force management tools and analytics (NICE,
Genesys)+ Excellent/Strong conflict resolutionICF offers an
excellent benefits package, an award-winning talent development
program, and fosters a highly skilled, energized, and empowered
workforce.ICF International is an Equal Opportunity and Affirmative
Action Employer - M/F/D/VWorking at ICFWorking at ICF means
applying a passion for meaningful work with intellectual rigor to
help solve the leading issues of our day. Smart, compassionate,
innovative, committed, ICF employees tackle unprecedented
challenges to benefit people, businesses, and governments around
the globe. We believe in collaboration, mutual respect, open
communication, and opportunity for growth.We can only solve the
world's toughest challenges by building an inclusive workplace that
allows everyone to thrive. We are an equal opportunity employer,
committed to hiring regardless of any protected characteristic,
such as race, ethnicity, national origin, color, sex, gender
identity/expression, sexual orientation, religion, age, disability
status, or military/veteran status. Together, our employees are
empowered to share their expertise and collaborate with others to
achieve personal and professional goals. For more information,
please read our EEO & AA policy
(https://www.icf.com/legal/equal-employment-opportunity) .
Reasonable Accommodations are available, including, but not limited
to, for disabled veterans, individuals with disabilities, and
individuals with sincerely held religious beliefs, in all phases of
the application and employment process. To request an accommodation
please email icfcareercenter@icf.com and we will be happy to
assist. All information you provide will be kept confidential and
will be used only to the extent required to provide needed
reasonable accommodations. Read more about non-discrimination: EEO
is the law
(https://www.eeoc.gov/sites/default/files/migrated\_files/employers/poster\_screen\_reader\_optimized.pdf)
and Pay Transparency Statement
(https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_English\_unformattedESQA508c.pdf)
. Pay Range - There are multiple factors that are considered in
determining final pay for a position, including, but not limited
to, relevant work experience, skills, certifications and
competencies that align to the specified role, geographic location,
education and certifications as well as contract provisions
regarding labor categories that are specific to the position. The
pay range for this position is $32,830.00 - $55,811.00Texas Remote
Office (TX99)Need help? We're here:ICFCareerCenter@icf.comAbout
ICFICF (NASDAQ:ICFI) is a global consulting and technology services
company with approximately 8,000 full and part-time employees, but
we are not your typical consultants. At ICF, business analysts and
policy specialists work together with digital strategists, data
scientists and creatives. We combine unmatched industry expertise
with cutting-edge engagement capabilities to help organizations
solve their most complex challenges. Since 1969, public and private
sector clients have worked with ICF to navigate change and shape
the future. Learn more at icf.com.
Keywords: ICF, Jefferson City , Call Specialist Supervisor - Tier 1, Other , Jefferson City, Missouri
Click
here to apply!
|