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Washington, District of Columbia, United States of America
JOB #R2104739

Call Center Operations Manager

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 are currently looking to identify an Operations Manager.

The Operations Manager shall serve as the Team Lead and provide daily supervision and direction to staff who provide Call Center support services. This person will determine functional and cross-functions requirements and identify resources required for each task for the Call Center support. They will also be responsible of inspiring a team environment with open communication.

Other Responsibilities include:

       Identifying process-improvement opportunities

       Providing best practices to groups

       Taking stakeholder inquires when needed, while maintaining all roles and responsibilities

       Performing administrative tasks and other duties as required for call center operations

       Working in and monitoring a call center; conducting complex call center statistical analysis, identifying trends, and implementing required improvements which translate into measurable operational improvements

Requirements:

       Bachelor’s Degree and specialized experience performing team lead duties in support of a multi-tier/level Call Center.

       Current HDI Certification is required 30 days after TO award/onboarding.

       Minimum of five (5) years of specialized experience to include providing daily direction and promoting the development of the Help Desk Specialists, including members who are remote while meeting overall standard performance goals or like complexity

Additional Required Knowledge and Skills:

       Ability to make vital decisions, answer inquiries, develop positive relationships, and client/account management experience in a high-volume Call Center environment

       Ability to motivate others

       Ability to demonstrate knowledge and understanding of Call Center operations including call routing and management technologies (Automatic Call Distributors (ACD), Interactive Voice Responders (IVR), Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and business intelligence software

       Ability to create reports on MS Excel using pivot tables and translate information into dashboard summaries

       Ability to summarize events from the previous week into executive summaries and monthly reports

       Ability to multitask using several databases, interpreting the data, and providing resulting guidance to stakeholders

       Ability to communicate effectively, both verbal and written

       Ability to talk and type simultaneously

       Ability to demonstrate exceptional phone etiquette

       Ability to adapt to changing environments and to apply creative solutions to various challenges

       Ability to support and execute all non-Key Personnel duties as needed in addition to all Key Personnel duties

       Ability to provide ad hoc reporting of metrics to multiple units within SEVP

       Ability to coordinate initiatives to support operations within the group with outside organizations

       Ability to train new incoming Help Desk Specialists on policy, guidance, and other instructions

       Ability to present formalized training to groups including upper management

       Ability to conceptualize policies and regulation updates, technical documentation and condense information in language that is easily translatable to the Help Desk Specialists

       Ability to adjust tasking of the Help Desk Specialists on an ad hoc basis

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. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.

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.

COVID-19 Policy: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA.

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 icfcareercenter@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 non-discrimination:  EEO is the law and  Pay Transparency Statement.

Washington, DC (DC02)

FILE UNDER
Operations

Who is ICF?

A global consulting services company with +7,000 people across +70 countries, but we are not your typical consultants.
LEARN MORE ABOUT ICF

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Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.