XLA is currently seeking four (4) new Call Center Supervisors to join our team for an upcoming award.

Primary Work Duties will include but are 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

· Maintain communications with the Call Center manager regarding ECCO staff.

· Address emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses and the ECCO as a whole.

· Ensure Quality Assurance metrics are in place and facilitate proper reporting to the government.

· Supervises the Call Center Operator Analysts, maintain staffing schedules and managing daily operations.

· Stand ready to answer incoming calls in a timely manner from detention facilities and other stakeholders if needed during any surge in incoming call volume.

· Assist the Manager in ensuring all ECCO SOP’s are update as needed and SOP’s are created for any new programs or lines of business.

· Additional duties as assigned by the COR in association with the ECCO.

Required Education:

· Bachelor’s Degree and five years of experience; or a Master’s Degree with four years of experience; or an Associate’s Degree with eight years of related experience; or ten years of related experience with no degree

Required Work Experience:

· 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

Required Knowledge, Skills, and Abilities:

· 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: http://www.govtilr.org/skills/ILRscale2.htm.

· Bachelor’s Degree and five years of experience; or a Master’s Degree with four years of experience; or an Associate’s Degree with eight years of related experience; or ten 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.

· Excellent reading comprehension, writing and communication skills that include the ability to effectively communicate with personnel of various background.

· 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 and/or Laguna Niguel, 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 humanresources@xla.com 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.

Job Type: Full-time

Pay: $44,945.60 - $54,128.04 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Irvine, CA: Relocate before starting work (Required)

Work Location: In person