Cal Center Jobs
We have received a 5-year contract to operate call centers for the Department of Homeland Security's U.S. Citizen and Immigration Services. The contract is one of two awarded to operate its National Customer Service Center, which annually serves nearly 10 million callers requesting information about immigration services and benefits.
Under this contract, we will staff major call centers in Albuquerque, NM and Indianapolis, IN with Customer Service Representatives who will provide 10 hours of service daily across all U.S. time zones.
Our efforts will include hiring for the following:
• Training & Development Representatives - to design, develop and deliver effective customer service and technical training while providing guidance to call center staff.
• Call Center Operations Senior Managers - who have 5+ years in Contact Center management. Candidates will implement and plan staff support for call centers to provide optimal call flow management, customer service and employee staffing. Responsibilities also include coordinating subordinate employee recruitment, selection and training, performance assessment, work assignments, salary and recognition/disciplinary actions. The managers who are selected will use Automated Call Center (ACD) data, forecast and schedule staff as well as train and coach call center personnel to improve service and maximize staff utilization. Applicants must be proficient in all call center technologies.