Description

ICF is currently seeking a Lead Supervisory Call Specialist with call center experience in a social services or health care environment. The candidate must be capable of providing leadership and exercising strong project management skills as part of the leadership team for a national call-center project. As the Lead Supervisory Call Specialist, you will apply your knowledge and experience to support project execution on a national call center project in a federal strategic advisory environment. The purpose of this project is to operate the National Call Center (NCC) and Sexual Abuse Hotline (SAH) that serves unaccompanied alien children, their family members, and other stakeholders.  As the Lead Supervisory Call Specialist, reporting to the Project Manager, you will be part of the management structure, providing direct supervision to the Call Center Operations team, as well as support the Project Manager in the oversight of other project activities.   

The successful candidate should have relevant experience and a proven record of project leadership that includes personnel management, subject matter expertise, quality management, risk management, and critical project and program management skills ideally in a federal environment.  Candidates must be able to lead multiple tasks with competing deadlines, be versed in a wide variety of strategies for ensuring quality services, supporting data informed decision making, demonstrated understanding of unaccompanied alien children, call center operations, child welfare best practice, and the ability to maintain positive relationships with clients and colleagues.  

This is a primarily remote position with the ability to travel less than 5% of the time as needed. 

Key Responsibilities:

Support the Project Manager in work plan/project management plan development and updates. Provide guidance and support to Senior Supervisor/Site Managers and other onsite staff responsible for call center service delivery. Ensure all call center staff are equipped to handle inquiries and provide accurate information and assistance related to all call types.  Support the development of scripts to ensure call center specialists are operating with consistency. Routinely monitor calls and interactions to ensure compliance with established protocols and standards. Assist in handling complex or emergency situations that arise during calls. Support the Project Manager in directing work priorities to maintain a professionally managed call center project.  This includes the timely performance of all tasks and deliverables. Ensure that all call center operations align with ORR policies, procedures, and requirements. Collaborates with ORR internal and external stakeholders to address concerns, improve service delivery and enhance overall effectiveness of the call center, and training for call center staff to enhance their skills and knowledge, particularly in areas related to child welfare, anti-trafficking, and child safety.  Manage performance to meet key performance indicators and service level agreements. Work as part of the leadership team to develop and execute a quality control plan. Execute the implementation of quality control measures to maintain high service levels and accurate documentation of interactions with callers.   Collaborate effectively with project leadership and ORR to use data to inform future service provision.  Participate in project related risk-management efforts, recommend adjustments/improvements, and implement solutions. Engage in ongoing interactions with clients and the field, as appropriate. Ensure compliance with contract guidelines. Manage performance to meet key performance indicators and service level agreements. Coordinate with internal IT teams to ensure systems are operating as needed. Ensure staff are up to data on all required orientation/annual training requirements and identify needs for annual training plan development or other trainings to solve more immediate needs related to skills and knowledge acquisition for operations staff. Manage activities of subcontractors serving on the Call Center Operations team. Monitor and evaluate budgets expenditures / needs. Establish influential partnerships at all levels. 

Basic Qualifications:

Master’s degree or higher in social work or a similar field, and at least 5 years of postgraduate direct service delivery experience working with youth and trauma-informed care; or a master’s degree in psychology, counseling, or other relevant behavioral science in which clinical training and experience is a program requirement.   2 years of supervisory and program oversight experience. Licensure in social work or a similar field. At least 2 years of experience working with immigrant youth and families and underserved families.   1 year of experience working with federal, state, or local stakeholder organizations. T2 Clearance

Preferred Skills:

Experience with large-scale project implementation, quality management, organizational change, and systems change. Knowledge of migrant/refugee issues, particularly related to unaccompanied children and facility release, transfer, and child welfare best practice. Prior work experience in a strategic advisory environment.  

Professional Skills:

Ability to prioritize and manage multiple activities simultaneously in a fast-paced, changing environment.  Proficient in call center metrics and how they drive performance. Solid team builder and team player with proven ability to manage competing priorities, perspectives and stakeholder needs.  Strong analytical, problem-solving, and decision-making capabilities.  Ability to deal effectively with rapid change and to prioritize work quickly in response to changing needs. Competent understanding of project management methodology including the ability to manage risk, develop detailed work plans, and manage effective team meetings. Excellent verbal, oral, interpersonal and written communication skills, including experience with developing and delivering presentations and technical writing. Demonstrated outstanding level of professionalism, including ability to exercise good judgment, discretion, tact, and diplomacy.  Strong MS Office skills. Must have a focus on detail and driving results. Must demonstrate and maintain an extremely high regard for sensitive information. 

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. 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 policy.

 

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 Candidateaccommodation@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 workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. 

 

Candidate AI Usage Policy

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 or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the 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 full-time employment is:

$98,124.00 - $166,810.00

Nationwide Remote Office (US99)