The objective of this task order is to provide state of the art call center support across multiple technical and non-technical disciplines either at a government location or through alternative work arrangements. Expected to use industry knowledge and technical capabilities of various modes of multi-channel communication mediums to triage, process, and improve the stakeholder’s experience.

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

• Bachelor’s Degree
• HDI Certification is required 30 days after TO award/onboarding
• Ability to obtain Favorable ICE EOD Clearance "Public Trust" equal to Secret Clearance
• 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. Acceptable specialized Task Lead experience shall also include:
  o Identifying process-improvement opportunities
  o Providing best practices to groups
  o Taking stakeholder inquires when needed, while maintaining all roles and responsibilities
  o Performing administrative tasks and other duties as required for call center operations
  o Working in and monitoring a call center; conducting complex call center statistical analysis, identifying trends, and implementing required Ability to train new incoming Help Desk Specialists on policy, guidance, and other instructions Ability to conceptualize policies and regulation updates, technical documentation and condense information in language that is easily translatable to the Help Desk Specialists
• 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