BILINGUAL DHS CALL CENTER SUPERVISOR WITH SECURITY CLEARANCE
XLA
Irvine CA 92602 US
Call Center Supervisor
Work location: Irvine, CA
ECCO Call Center, 7 Corporate Park Suite 150, Irvine CA 92606 Duties to include but not limited to the following:
• Works with the call center manager to determines call center operational strategies by conducting
needs assessments, performance reviews, and capacity planning. Establishing technical
specifications, productivity, quality, and customer-service standards; contributing information and
analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and
resolving problems; preparing and completing action plans; completing system audits and analyses;
managing system and process improvement and quality assurance programs.
• Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied
knowledge of immigration enforcement/detention to assessing caller concerns.
• Responsible for making database and manual queries related to individuals in ICE detention or other
persons in immigration proceedings received when necessary.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Accomplishes organization goals by accepting ownership for accomplishing new and different
requests; exploring opportunities to add value to job accomplishments.
• Maintains communications with the call center manager regarding ECCO staff.
• Addresses emerging technical and administrative issues; and maintain situational awareness of issues
affecting call responses and the ECCO as a whole.
• Ensures QA metrics are in place and facilitate proper reporting to the government.
• Supervises the call center operator analysts, maintain staffing schedules and managing daily
operations.
• Stands ready to answer incoming calls in a timely manner from detention facilities and other
stakeholders if needed during any surge in incoming call volume.
• Assists the manager in ensuring all ECCO SOPs are updated as needed and SOPs are created for any
new programs or lines of business.
• Have multi-year experience working with ServiceNow as an end-to-end CMS.
• Additional duties as assigned by the COR in association with the ECCO. Minimum Qualifications:
• Bachelor’s degree and five years of experience; or a master’s 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. Prior law enforcement or immigration related experience is
preferred.
• Knowledge and experience working with RAD Apps; to include CRM tools.
• Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the
Interagency Language Roundtable Scale or its equivalent) Spanish and English required. Detailed
information regarding the Interagency Language Roundtable Scale Descriptions can be found at the
following website: https://www.govtilr.org/Skills/ILRscale2.htm
• Excellent reading comprehension, writing and communication skills that include the ability to
effectively communicate with personnel of various backgrounds.
• Knowledge and experience working with RAD Apps; to include CRM tools. Physical Demands: Position will require frequent sitting, standing, and/or mobility within an office setting. Employee must be able to use hands to complete work at a workstation/computer, be able to reach, type and manipulate with hands, fingers, and arms; lift and/or move up to 20 pounds; talk, see and hear. Work Environment: Work is performed on client site in a professional office environment with moderate stress and noise levels. Position requires employee to effectively use a computer, potentially for long periods of time, and to accommodate potentially frequent interruptions. Candidate should be both customer-focused and present a team approach to overall work. Schedule: Business core hours are Monday through Friday, from 8:00 a.m. to 5:00 p.m. ET. Standard work hours may vary for this position based upon contract requirements. Position will be located onsite at a customer facility in Irvine, California. Americans with Disabilities Act (ADA): XLA is committed to the full inclusion of all qualified individuals. As part of this commitment, XLA will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage qualified individuals with disabilities to apply. If a reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team at For persons who are deaf, hard of hearing, deafblind, or deaf-disabled, XLA will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes. EEOC: XLA is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Work location: Irvine, CA
ECCO Call Center, 7 Corporate Park Suite 150, Irvine CA 92606 Duties to include but not limited to the following:
• Works with the call center manager to determines call center operational strategies by conducting
needs assessments, performance reviews, and capacity planning. Establishing technical
specifications, productivity, quality, and customer-service standards; contributing information and
analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and
resolving problems; preparing and completing action plans; completing system audits and analyses;
managing system and process improvement and quality assurance programs.
• Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied
knowledge of immigration enforcement/detention to assessing caller concerns.
• Responsible for making database and manual queries related to individuals in ICE detention or other
persons in immigration proceedings received when necessary.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Accomplishes organization goals by accepting ownership for accomplishing new and different
requests; exploring opportunities to add value to job accomplishments.
• Maintains communications with the call center manager regarding ECCO staff.
• Addresses emerging technical and administrative issues; and maintain situational awareness of issues
affecting call responses and the ECCO as a whole.
• Ensures QA metrics are in place and facilitate proper reporting to the government.
• Supervises the call center operator analysts, maintain staffing schedules and managing daily
operations.
• Stands ready to answer incoming calls in a timely manner from detention facilities and other
stakeholders if needed during any surge in incoming call volume.
• Assists the manager in ensuring all ECCO SOPs are updated as needed and SOPs are created for any
new programs or lines of business.
• Have multi-year experience working with ServiceNow as an end-to-end CMS.
• Additional duties as assigned by the COR in association with the ECCO. Minimum Qualifications:
• Bachelor’s degree and five years of experience; or a master’s 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. Prior law enforcement or immigration related experience is
preferred.
• Knowledge and experience working with RAD Apps; to include CRM tools.
• Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the
Interagency Language Roundtable Scale or its equivalent) Spanish and English required. Detailed
information regarding the Interagency Language Roundtable Scale Descriptions can be found at the
following website: https://www.govtilr.org/Skills/ILRscale2.htm
• Excellent reading comprehension, writing and communication skills that include the ability to
effectively communicate with personnel of various backgrounds.
• Knowledge and experience working with RAD Apps; to include CRM tools. Physical Demands: Position will require frequent sitting, standing, and/or mobility within an office setting. Employee must be able to use hands to complete work at a workstation/computer, be able to reach, type and manipulate with hands, fingers, and arms; lift and/or move up to 20 pounds; talk, see and hear. Work Environment: Work is performed on client site in a professional office environment with moderate stress and noise levels. Position requires employee to effectively use a computer, potentially for long periods of time, and to accommodate potentially frequent interruptions. Candidate should be both customer-focused and present a team approach to overall work. Schedule: Business core hours are Monday through Friday, from 8:00 a.m. to 5:00 p.m. ET. Standard work hours may vary for this position based upon contract requirements. Position will be located onsite at a customer facility in Irvine, California. Americans with Disabilities Act (ADA): XLA is committed to the full inclusion of all qualified individuals. As part of this commitment, XLA will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage qualified individuals with disabilities to apply. If a reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team at For persons who are deaf, hard of hearing, deafblind, or deaf-disabled, XLA will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes. EEOC: XLA is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.