ICF Consulting Group, Inc. Call Specialist Supervisor Tier 1 in Baton Rouge, Louisiana
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.
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 agents
Bachelors in social work or some other relevant degree
Minimum of 2 years of experience working in social services setting
Bi-lingual English and Spanish
Experience working with unaccompanied children or refugee minors
Experience with Office of Refugee Resettlement
Completion of Certified Community Service Worker (CCSW) training
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 resolution
ICF 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/V
Working at ICF
Working 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 email@example.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: Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.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 - $55,811.00
Texas Remote Office (TX99)
Need help? We're here:ICFCareerCenter@icf.com
ICF is a global consulting and technology services company with approximately 9,000 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 (https://c212.net/c/link/?t=0&l=en&o=3731098-1&h=2556622195&u=https%3A%2F%2Fwww.icf.com%2F&a=icf.com) .
ICF Consulting Group, Inc.
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