Koniag Government Services · 6 hours ago
Lead Call Center Specialist
El Paso, TX
Full-time
Onsite
Mid, Senior Level
3+ years expKoniag Government Services is hiring Call Center Specialist Leads to support their government customer. This role involves responding to sensitive calls, providing guidance, and coordinating resources to ensure the safety and well-being of vulnerable youth.
EnterpriseGovernmentProfessional Services
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Deliver high-quality, compassionate services to UAC, sponsors, community members, and other callers
Communicate effectively in English and Spanish
Maintain professional judgment, especially during crisis calls
Respond to calls promptly
Manage and de-escalate calls from individuals in crisis
Triage calls for appropriate responses, referrals, and documentation
Provide case management/referral services
Apply quality standards to all calls and meet program deadlines
Work with stakeholders, including legal service providers and court officials
Assess changes affecting child safety and make referrals to officials
Follow protocols and policies in call handling including post-call documentation
Qualification
Required
Bachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field
At least 3 years of child welfare experience
Bilingual in English and Spanish
Strong computer skills, including proficiency in Microsoft Excel, Word, Teams, and Outlook
Comfortable learning new systems and working with case management software
Exceptional verbal and written communication skills
Ability to navigate sensitive conversations and emotionally charged topics with professionalism and empathy
Must be a US Citizen and eligible to obtain a Public Trust clearance
Preferred
Prior call center experience, especially in behavioral health or child/family services
Familiarity with Federal government programs that support UAC
Working knowledge of trauma-informed care principles and best practices in crisis intervention
Benefits
Health, dental and vision insurance
401K with company matching
Flexible spending accounts
Paid holidays
Paid vacation and sick leave
Company
Koniag Government Services
Koniag Government Services is a Professional Services and Operational Management to Federal Government.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kevin Wideman
Chief Executive Officer
Jack Wise
SVP Business Development Lifecycle
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