Job Title: Bilingual Supervisory Call Center Specialist

Location: El Paso, TX

Employment Type: Full Time

Job Description:

We are seeking motivated, solution-driven team players eager to embrace the responsibilities of working in a dynamic and professionally rewarding environment. This role involves assessing client needs, developing and implementing service plans, and coordinating services to help clients achieve their goals. The ideal candidate will have a strong commitment to social services, excellent communication skills, and the ability to work collaboratively with clients and other service providers.

Qualifications

• Aptitude to work cross-functionally with personnel and Social Services Agencies to deliver the highest quality of work under extreme pressure and in a fast-paced environment
• Proven experience and high level of comfort operating technology and learning new software applications quickly to perform data entry
• Ability to work independently in the field and exercise a high level of confidentiality
• Minimum Qualifications & Skills: Master’s degree in social work and a minimum of 5 years of postgraduate direct service delivery experience working with youth and trauma-informed care; or a master’s degree in psychology, counseling, or other relevant behavioral science in which clinical training and experience are a program requirement. Licensure and supervisory experience are required.
• Bilingual in Spanish is required
• Experience in training and managing a large team of case managers or mental health professionals
• Experience working with refugees under the age of 17
• Experience working with Government Clients
• Proficiency in accurately transcribing and translating verbal communication
• Ability to handle sensitive and difficult situations with empathy and professionalism
• Strong problem-solving skills and ability to make quick, effective decisions
• Proficiency in multiple languages is highly advantageous
• Ability to handle confidential information with discretion and integrity
• Exceptional leadership and team management skills
• Strong verbal and written communication skills
• High-level problem-solving abilities and decision-making skills
• Advanced knowledge of call center operations and related software is advantageous
• Must possess strong computer skills in MS Office, including Excel, Word, and Teams
• Ability to type 55 wpm
• Key Knowledge: Understanding of U.S. immigration and refugee policies, particularly about unaccompanied minors
• Knowledge of child welfare and child rights issues
• Familiarity with call center operations and related case management software
• Basic understanding of trauma-informed care principles
• Experience working with traumatized/exploited minors and minors with behavioral problems
• Demonstrated ability to support diverse clients, including refugees or other minority families
• Proven experience and high level of comfort operating technology and learning new software applications quickly to complete required data entry tasks
• Key Behaviors: A long-term view on people expressed through compassion and support
• A passion to be involved in high-impact work that makes a difference
• A drive for excellence and continual improvement
• Empathy: Ability to empathize with children from various backgrounds and cultures
• Resilience: The Capability to handle high-stress situations and potential emotional fatigue
• Responsibility: Strong sense of duty and conscientiousness in ensuring callers’ needs are met
• Adaptable: Openness to learning and responding effectively to an evolving environment
• Condition of Employment Complete a rigorous culture and competency testing process
• Complete a Drug Test
• Must be at least 21 years of age
• A valid U.S. Driver’s license
• Have the ability to obtain a Public Trust Clearance
• Background Investigation and Security Clearance Requirements: Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information
• Internal background check to the satisfaction of contract requirements
• Child Abuse / Neglect (CA/N) or child protective services check to the satisfaction of contract requirements
• Must be a U.S. Citizen or Permanent Resident
• U.S. Residency requirement - 3 consecutive years in the last 5 years
• Physical Demands Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees
• Climbing/Stooping/Kneeling: 10% of the time
• Lifting/Pulling/Pushing: 10% of the time
• Fingering/Grasping/Feeling: Must be able to write, type, and use a telephone system 100% of the time
• Sitting: Sitting for prolonged and extended periods

Responsibilities

• About the Role – Who You’ll Work With: We are pursuing a federal contract, and this position will collaborate with other teams to support the contract requirements
• In this role, you will serve as a lifeline for children and their sponsors in the midst of uncertainty, providing a critical service by answering calls, directing resources, and ensuring these vulnerable children receive the care and support they need
• The Impact of Your Results: Your leadership and expertise will contribute to the immediate and effective support for unaccompanied refugee children, facilitating their safety and well-being
• Your effective team management and strategic decisions will enhance the call center’s performance and ensure seamless support for this vulnerable population
• What You’ll Do: Lead and manage a team of up to approximately 12-18 Call Center Specialists: handle scheduling, performance assessment, and professional development activities
• Field and direct high-level or complex calls related to unaccompanied children and related parties
• Develop and implement omnichannel contact center procedures and protocols to improve efficiency and service quality
• Promote productivity and ensure staff meet their performance standards and metrics/goals
• Oversee the collection, recording, and reporting of call logs and other data
• Liaise with internal and external stakeholders, including governmental agencies and non-profit organizations
• Stay abreast of changes in immigration law, child welfare policies, State, Federal and contract requirements, and cultural sensitivity practices; ensure team members are properly trained
• Promote a positive environment with an emphasis on building high morale; offer words of encouragement to the assigned Call Center Specialist team and make them feel valued and appreciated; promote collaboration
• Report any issues with their assigned Call Center Specialist staff
• Responsibilities include, but are not limited to: Handling crisis intervention, conflict, confrontation, or other complex people situations with compassion and decisiveness
• Work with traumatized/exploited children and children with behavioral problems
• Demonstrate the ability to service a diverse group of clients, including refugees or other minority families
• Other duties as assigned
• Available to work a flexible schedule, including nights and weekends
• Perform related duties assigned within your scope of practice - management reserves the right to revise these duties as necessary
• Collaborative: Work effectively within a team setting, sharing information and coordinating efforts
• Work Schedule This is a full-time position, but hours could vary depending on needs
• Assigned shift is subject to change depending on operational need

Job description

TITLE: Bilingual Supervisory Call Center Specialist

LOCATION: El Paso, TX 

The Impact of Your Results. Your leadership and expertise will contribute to the immediate and effective support for unaccompanied refugee children, facilitating their safety and well-being. Your effective team management and strategic decisions will enhance the call center’s performance and ensure seamless support for this vulnerable population.

What You’ll Do: Lead and manage a team of up to approximately 12-18 Call Center Specialists: handle scheduling, performance assessment, and professional development activities. Field and direct high-level or complex calls related to unaccompanied children and related parties. Develop and implement omnichannel contact center procedures and protocols to improve efficiency and service quality. Promote productivity and ensure staff meet their performance standards and metrics/goals. Oversee the collection, recording, and reporting of call logs and other data. Liaise with internal and external stakeholders, including governmental agencies and non-profit organizations. Stay abreast of changes in immigration law, child welfare policies, State, Federal, and contract requirements, and cultural sensitivity practices; ensure team members are properly trained. Promote a positive environment with an emphasis on building high morale; offer words of encouragement to the assigned Call Center Specialist team and make them feel valued and appreciated; promote collaboration. Report any issues with their assigned Call Center Specialist staff.

Responsibilities include, but are not limited to: Handle crisis intervention, conflict, confrontation, or other complex people situations with compassion and decisiveness. Work with traumatized/exploited children and children with behavioral problems. Demonstrate the ability to service a diverse group of clients, including refugees or other minority families. Aptitude to work cross-functionally with personnel and Social Services Agencies to deliver the highest quality of work under extreme pressure and in a fast-paced environment. Proven experience and high level of comfort operating technology and learning new software applications quickly to perform data entry. Ability to work independently in the field and exercise a high level of confidentiality. Knowledge of state, community, and agency resources for victims of abuse, migrants, refugees, underserved populations, etc., preferred. Other duties as assigned.

Minimum Qualifications & Skills: Master’s degree in social work (MSW) and a minimum of 5 years of postgraduate direct service delivery experience working with youth and trauma-informed care; or a master’s degree in psychology, counseling, or other relevant behavioral science in which clinical training and experience are a program requirement. Licensure and supervisory experience are required.

Bilingual in Spanish is required.

Available to work a flexible schedule, including nights and weekends.

Licensed Master Social Worker (LMSW).

Experience in training and managing a large team of case managers or mental health professionals.

Experience working with refugees under the age of 17. Experience working with Government Clients.

Proficiency in accurately transcribing and translating verbal communication.

Ability to handle sensitive and difficult situations with empathy and professionalism.

Strong problem-solving skills and ability to make quick, effective decisions. Proficiency in multiple languages is highly advantageous.

Ability to handle confidential information with discretion and integrity. Exceptional leadership and team management skills.

Strong verbal and written communication skills.

High-level problem-solving abilities and decision-making skills.

Advanced knowledge of call center operations and related software is advantageous.

Must possess strong computer skills in MS Office, including Excel, Word, and Teams.

Ability to type 55 wpm. Key Knowledge:

Understanding of U.S. immigration and refugee policies, particularly regarding unaccompanied minors. Knowledge of child welfare and child rights issues.

Familiarity with call center operations and related case management software.

Basic understanding of trauma-informed care principles.

Experience working with traumatized/exploited minors and minors with behavioral problems.

Demonstrated ability to support diverse clients, including refugees or other minority families.

Proven experience and high level of comfort operating technology and learning new software applications quickly to complete required data entry tasks.

Perform related duties assigned within your scope of practice - management reserves the right to revise these duties as necessary.

Key Behaviors: A long-term view on people expressed through compassion and support.

A passion to be involved in high-impact work that makes a difference.

A drive for excellence and continual improvement.

Empathy: Ability to empathize with children from various backgrounds and cultures.

Resilience: The Capability to handle high-stress situations and potential emotional fatigue.

Responsibility: Strong sense of duty and conscientiousness in ensuring callers’ needs are met.

Collaborative: Work effectively within a team setting, sharing information and coordinating efforts.

Adaptable: Openness to learning and responding effectively to an evolving environment.

Work Environment: This is an on-site opportunity in El Paso, TX.

Work Schedule: This is a full-time position, but hours could vary depending on needs. The National Call Center operates on a 24/7/365 basis. The individual hired for this position will work Monday, Wednesday, Thursday, and Friday from 6:00am – 3:00pm MT (8:00am - 5:00pm EST) and Sunday from 4:00am – 1:00pm MT (6:00am - 3:00pm EST). The assigned shift is subject to change depending on operational need. Condition of Employment Complete a rigorous culture and competency testing process. Complete a Drug Test. Must be at least 21 years of age. A valid U.S. Driver’s license. Have the ability to obtain a Public Trust Clearance. Background Investigation and Security Clearance Requirements: Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information. Internal background check to the satisfaction of contract requirements. Child Abuse / Neglect (CA/N) or child protective services check to the satisfaction of contract requirements. Must be a U.S. Citizen or Permanent Resident. U.S. Residency requirement - 3 consecutive years in the last 5 years. Physical Demands Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees. Climbing/Stooping/Kneeling: 10% of the time. Lifting/Pulling/Pushing: 10% of the time. Fingering/Grasping/Feeling: Must be able to write, type, and use a telephone system 100% of the time. Sitting: Sitting for prolonged and extended periods.

Salary: Commensurate with experience.

Essential HealthCare Solutions is an Equal Opportunity Employer:

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. If you require reasonable accommodation for any part of the employment process, please contact Human Resources and provide us with the nature of your request, as well as your contact information.

Accommodation requests will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to by Human Resources.