Call Center Manager
Call Center Manager
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Job Description
At ICF Next we are fearless in finding new ways to solve problems relentless in making sure it pays off for our clients and committed to making a positive change in the world. Join our community of missiondriven creatives communicators strategists and technologists to challenge the status quo.
Job Summary
ICF is seeking a skilled Call Center Manager to join our team. This role involves reviewing draft deliverables including the validation of data queries and reporting accuracy. The Manager supports highlevel strategic planning handles highpriority and quickturnaround assignments and brings extensive multiyear experience working with ServiceNow as a comprehensive case management system (CMS).
Location
Candidate must live or commute onsite full time in Irvine California
Key Responsibilities
Assist the Project Manager in the planning and completion of projects ensuring alignment with scheduled milestones and budget constraints.
Oversee the development and deployment of agency technologies; monitor performance metrics of technology teams to ensure timely delivery of highquality solutions.
Ensure all project deliverables adhere to established quality standards regulatory guidelines and agency policies.
Identify assess and communicate potential risks associated with project development and .
Maintain detailed and uptodate project documentation including project plans progress reports and leadership briefings for review by the Project Manager and key stakeholders.
Develop and guide call center operational strategies through needs assessments performance analysis capacity planning and costbenefit evaluations; identify and assess advanced technologies; define user requirements and technical specifications to enhance productivity service quality and customer satisfaction; contribute to strategic organizational reviews and planning.
Possess expertise in customer interaction systems voice response technologies and telephony networks; manage user interface development user acceptance testing system assessments and deployment planning.
Enhance call center efficiency by monitoring system performance resolving issues preparing action plans conducting system audits and leading continuous improvement and quality assurance initiatives; oversee system upgrades and enhancements.
Stay current with industry best practices by tracking trends in call center operations attending professional development events reviewing relevant publications and engaging with professional networks and organizations.
Ensure all Standard Operating Procedures (SOPs) are consistently reviewed and updated as necessary and that new SOPs are developed for emerging programs or business lines.
Basic Qualifications
Ability to obtain a Public Trust Clearance US Citizenship required.
Must reside in the United States and work must be performed in the United States.
Bachelors degree and five years of experience; or a masters 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.
Preferred Qualifications
Bilingual in Spanish and English.
Prior law enforcement or immigration related experience is preferred.
Knowledge and experience working with RAD Apps; to include CRM tools.
Proficiency in Microsoft Office Programs.
Professional Skills
Excellent writing editing and proofreading skills.
Strong analytical and problemsolving skills.
Skilled in developing and executing strategic plans to optimize call center operations and support organizational goals.
Working at ICF
ICF is a global advisory and technology services provider but were not your typical consultants. We combine unmatched expertise with cuttingedge technology to help clients solve their most complex challenges navigate change and shape the future.We can only solve the worlds toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information please read ourEEOpolicy.
Reasonable Accommodations are available including but not limited to for disabled veterans individuals with disabilities and individuals withsincerely heldreligious beliefs in all phases of the application and employment process. To requestan accommodationplease emailand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentto provide needed reasonable accommodations.
Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.
At ICF we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether inperson or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.
However we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed candidates are instructed to contact us in advance at. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.
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 based on fulltime employment is:
$55148.00 $93752.00Irvine CA (CA79Required Experience:
Manager
Employment Type
Full-Time
