Call Center Manager

ICF Next; Irvine (CA); On-site; USD 55,000 - 94,000; Full time

Job summary

An established industry player is seeking a dedicated Call Center Manager to lead operations in Irvine, California. This role focuses on enhancing productivity and customer satisfaction through strategic planning and performance monitoring. You'll oversee the deployment of technologies, ensure quality deliverables, and manage customer interaction systems. Ideal candidates will have strong analytical skills and experience in call center operations, along with a commitment to continuous improvement. Join a team that values diversity and innovation, and make a positive impact in a mission-driven environment.

Qualifications

• 5+ years of experience in call center management or related field.
• Strong supervisory experience and ability to respond to data requests.

Responsibilities

• Assist in planning and executing projects on schedule and budget.
• Develop call center strategies and analyze performance metrics.

Skills

Project Management

Analytical Skills

Problem-Solving

Bilingual (Spanish/English)

Education

Bachelor’s Degree

Tools

ServiceNow

Microsoft Office

CRM Tools

Job description

Join us as a Call Center Manager at ICF Next

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 mission-driven creatives, communicators, strategists, and technologists to challenge the status quo.

Job Summary

We are seeking a skilled Call Center Manager to join our team. This role involves reviewing draft deliverables, including validation of data queries and reporting accuracy. The Manager supports strategic planning, handles high-priority assignments, and has extensive experience working with ServiceNow as a case management system.

Location

Candidate must live or commute onsite full-time in Irvine, California.

Key Responsibilities

• Assist the Project Manager in planning, executing, and completing projects on schedule and within budget.
• Oversee development and deployment of agency technologies; monitor performance metrics to ensure quality and timeliness.
• Ensure all deliverables meet quality standards, regulatory guidelines, and policies.
• Identify and communicate potential risks.
• Maintain detailed project documentation for review and reporting.
• Develop and guide call center operational strategies, analyze performance, plan capacity, and evaluate technologies to enhance productivity and customer satisfaction.
• Manage customer interaction systems, voice response technologies, and telephony networks; oversee user interface development and deployment planning.
• Monitor system performance, resolve issues, and lead continuous improvement initiatives.
• Stay current with industry trends and best practices.
• Review and update SOPs; develop new procedures for emerging programs.

Basic Qualifications

• Ability to obtain a Public Trust Clearance; US Citizenship required.
• Reside in the US; work performed in the US.
• Bachelor’s degree with five years of experience, or equivalent combinations.
• At least six years of supervisory experience in responding to data requests.

Preferred Qualifications

• Bilingual in Spanish and English.
• Prior law enforcement or immigration experience preferred.
• Experience with RAD Apps and CRM tools.
• Proficiency in Microsoft Office.

Professional Skills

• Excellent writing, editing, and proofreading skills.
• Strong analytical and problem-solving skills.
• Ability to develop and execute strategic plans for call center operations.

Work Environment

ICF is a global advisory and technology services provider that values diversity and inclusion. We offer equal employment opportunities and reasonable accommodations for applicants with disabilities or religious beliefs. For accommodations, contact [e-mail].

Additional Information

The pay range for this position is $55,148 - $93,752 based on full-time employment and various factors including experience, skills, and location.