Lead Call Center Staff (Administrative)

TITLE: Lead Call Center Staff

LOCATION: Remote

TRAVEL: None

***CONTINGENT UPON AWARD***

About Us

The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.

About The Team

We are problem solvers working with leading agencies and organizations to help them address many of today's most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.

What you'll be part of – TPG Culture

At TPG, we proudly measure our success by the impact we have on the lives of vulnerable and underserved populations around the world. We are innovators and problem solvers who take great pride in partnering with government agencies, service organizations, and external stakeholder groups to address many of today's most complex challenges. Our workforce is diverse in culture, language, and experience yet it shares a common sense of purpose and empathy for those in need of help. Our people are personally invested in the missions we support, and we reward their commitment by investing in their development, advancement, and growth. If you like what we stand for, you'll appreciate the professionalism and dedication of those you stand beside every day.

Together, we actively imagine a better future, innovate new ways to make it a reality, and implement solutions that deliver a lasting impact.

About the Role

As a Lead Call Center Staff, you will direct the frontline team to meet service levels and quality standards.  You will coach and complete quality reviews of call center staff, manage real-time queues and schedules, resolve escalations, and ensure accurate documentation and timely routing to care.

What You'll Do

• Lead and manage a team of call center staff: handle scheduling, performance assessment, and professional development activities.
• Field and direct high-level or complex calls related to service members and veterans.
• Develop and implement omni-channel 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 veteran affairs, mental health programs and services, DHA policies, and cultural sensitivity practices; ensure team members are properly trained.
• Promote positive environment with an emphasis on building high morale; offer words of encouragement to assigned team and make them feel valued and appreciated; promote collaboration.
• Report any issues with their assigned staff to the Program Manager.

• Other duties as assigned.

The Impact of Your Results

The Lead Call Center Staff turns first contact into measurable outcomes:  faster time-to-answer and scheduling, lower abandons and higher conversion from inquiry to coaching.  By coaching call center staff, managing real-time queues, and standardizing documentation and risk triage, you will lift quality and safety on every shift.  Your work will directly translate into continuous improvement, clearer insights for reporting, and excellent services for service members and veterans.

Minimum Qualification & Skills

• Bachelor's degree or higher in social work, psychology, counseling, or other relevant behavioral science.
• A minimum of one year of experience in a medical/hospital call center
• A minimum of one year experience in triage, care management, motivational interviewing, and crisis counseling.
• Fluent in English and Spanish.
• Ability to handle inquiries and requests in a courteous and professional manner
• Ability to listen to and empathize with Service members, Veterans, and others and acknowledge their concerns.
• Ability to gather information to determine a Service member, Veteran, or family member's needs, as well as apply problem-solving skills, and resolve the inquiry/request effectively.
• Experience with military/VA populations or TRICARE/DoD programs (preferred).
• Knowledge of state, community, and agency resources for mental health, service members, and veterans (preferred).
• Ability to handle crisis intervention, conflict, confrontation, and abusive or sensitive calls with empathy, professionalism, and decisiveness.
• Capability to handle high-stress situations and potential emotional fatigue.
• Ability to control the pace and flow of the inquiry/request and manage call time effectively.
• Basic understanding of trauma-informed care principles and experience working with traumatized or exploited individuals.
• Ability to communicate information clearly, accurately, and completely, including transcribing and translating verbal communication into clear, error-free written English and/or Spanish.
• Ability to record all pertinent information accurately and efficiently.
• Ability to handle confidential information with discretion and integrity.
• Demonstrated ability to service a diverse group of clients.
• Familiarity with call center operations and related case management software.
• Work effectively within a team setting, sharing information and coordinating efforts.
• Aptitude to work cross-functionally with TPG personnel and Social Services Agencies to deliver the highest quality of work under extreme pressure and in a fast-paced environment.
• Possess an openness for learning and responding effectively to an evolving environment.
• Strong problem-solving skills and ability to make quick, effective decisions.
• Strong sense of duty and conscientiousness in ensuring callers' needs are met.
• Ability to work independently and exercise a high level of confidentiality.
• Must possess strong computer skills in MS Office, including Excel, Word, Outlook, and Teams.
• Demonstrated computer proficiency with the ability to quickly learn and adapt to new software programs and technologies.
• Ability to type 55 wpm.

Work Environment

This is a remote opportunity. You must have a dedicated workspace conducive to full videoconferencing (camera and audio) for facilitating webinars and online discussions and  a high-speed internet connection with minimum download speed of 25Mbps and minimum upload speed of 5Mbps.  Cable or fiber optic internet is preferred.  Mobile or cellular wi-fi is NOT acceptable. 

Work Schedule

This is a position that typically works business hours Monday through Friday. Hours may vary depending on needs and may at times include travel, evenings, holidays, or weekends to meet specific project requirements or time zones.

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 government issued photo ID.
• Have the ability to obtain a Public Trust Clearance.

Security Clearance/Background Check Requirements

• Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
• Must be a U.S. Citizen or Permanent Resident.
• U.S. Residency requirement - 3 consecutive years in the last 5 years.
• Internal background check to the satisfaction of contract requirements.

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 of time.

Benefits

• Eligibility for medical, dental, vision, and supplemental benefits
• Paid Holidays: Eligible employees will receive paid time off for federally recognized holidays outlined in the handbook
• PTO
• 401(k) Retirement plan
• Employee Assistance Program (EAP)

Pay: $28 an hour

For more information about the company please visit our website at https://www.theprovidenciagroup.com

Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.

TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

 

If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to HRsupport@theprovidenciagroup.com