Today
Public Trust
Unspecified
Unspecified
Irvine, CA (On-Site/Office)
Description
At ICF Next, we are fearless in finding new ways to solve problems, relentless in making sure it pays off for our clients and committed to making a positive change in the world. Join our community of mission-driven creatives, communicators, strategists, and technologists to challenge the status quo.
Job Summary
ICF is seeking a skilled Call Center Supervisor to join our team. This role involves reviewing draft deliverables, including the validation of data queries and reporting accuracy. The Manager supports high-level strategic planning, handles high-priority and quick-turnaround assignments, and brings extensive, multi-year experience working with ServiceNow as a comprehensive case management system (CMS).
Location
Candidate must live or commute onsite full time in Irvine, California
Key Responsibilities
• Collaborates with the Call Center Manager to develop and refine operational strategies by conducting needs assessments, performance evaluations, and capacity planning. Contributes to the establishment of technical specifications and standards for productivity, quality, and customer service, and supports strategic planning through data analysis and reporting.
• Oversees and improves daily call center operations by monitoring system performance, identifying and resolving issues, implementing corrective action plans, conducting audits, and driving continuous improvement and quality assurance initiatives.
• Engages with callers professionally and empathetically, quickly building rapport, asking targeted questions to understand concerns, and applying subject matter expertise in immigration enforcement and detention to assess caller needs.
• Performs manual and database queries to locate and verify information related to individuals in ICE detention or other immigration proceedings, as needed.
• Collects, analyzes, and summarizes operational data to produce call center performance reports and identify actionable trends.
• Proactively contributes to organizational goals by taking initiative on new assignments and identifying opportunities to improve operational efficiency and service delivery.
• Maintains consistent communication with the Call Center Manager on staffing updates and broader ECCO operations.
• Addresses emerging technical and administrative challenges, ensuring operational continuity and situational awareness of issues impacting call flow and ECCO performance.
• Implements and monitors Quality Assurance (QA) metrics to ensure proper service delivery and compliance with government reporting requirements.
• Supervises call center operator analysts, manages staffing schedules, and oversees daily operational activities to maintain efficient workflows.
• Provides direct call support during periods of high call volume, ensuring that calls from detention facilities and other stakeholders are answered promptly and professionally.
• Assists the Call Center Manager in maintaining up-to-date Standard Operating Procedures (SOPs), including developing new SOPs for additional programs or service lines as needed.
• Possesses extensive experience using ServiceNow as an end-to-end Case Management System (CMS), with a strong understanding of case workflow and tracking.
Basic Qualifications
• Ability to obtain a Public Trust Clearance, US Citizenship required.
• Must reside in the United States and work must be performed in the United States.
• Bachelor's degree and two years of related experience; or an associate degree with three years of related experience; or five years of related experience if no degree.
Preferred Qualifications
• Bi-lingual in Spanish and English.
• Prior law enforcement or immigration related experience is preferred.
• Knowledge and experience working with RAD Apps; to include CRM tools.
• Proficiency in Microsoft Office Programs.
Professional Skills
• Excellent writing, editing, and proofreading skills.
• Strong analytical and problem-solving skills.
• Skilled in developing and executing strategic plans to optimize call center operations and support organizational goals.
• Ability to work independently and to manage and prioritize multiple work assignments.
Working at ICF
ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer . Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
Read more about workplacediscriminationrigh t s or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
Candidate AI Usage Policy
At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted . This policy is in place to maintain the integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is :
$45,577.00 - $77,481.00
Irvine, CA (CA79)
At ICF Next, we are fearless in finding new ways to solve problems, relentless in making sure it pays off for our clients and committed to making a positive change in the world. Join our community of mission-driven creatives, communicators, strategists, and technologists to challenge the status quo.
Job Summary
ICF is seeking a skilled Call Center Supervisor to join our team. This role involves reviewing draft deliverables, including the validation of data queries and reporting accuracy. The Manager supports high-level strategic planning, handles high-priority and quick-turnaround assignments, and brings extensive, multi-year experience working with ServiceNow as a comprehensive case management system (CMS).
Location
Candidate must live or commute onsite full time in Irvine, California
Key Responsibilities
• Collaborates with the Call Center Manager to develop and refine operational strategies by conducting needs assessments, performance evaluations, and capacity planning. Contributes to the establishment of technical specifications and standards for productivity, quality, and customer service, and supports strategic planning through data analysis and reporting.
• Oversees and improves daily call center operations by monitoring system performance, identifying and resolving issues, implementing corrective action plans, conducting audits, and driving continuous improvement and quality assurance initiatives.
• Engages with callers professionally and empathetically, quickly building rapport, asking targeted questions to understand concerns, and applying subject matter expertise in immigration enforcement and detention to assess caller needs.
• Performs manual and database queries to locate and verify information related to individuals in ICE detention or other immigration proceedings, as needed.
• Collects, analyzes, and summarizes operational data to produce call center performance reports and identify actionable trends.
• Proactively contributes to organizational goals by taking initiative on new assignments and identifying opportunities to improve operational efficiency and service delivery.
• Maintains consistent communication with the Call Center Manager on staffing updates and broader ECCO operations.
• Addresses emerging technical and administrative challenges, ensuring operational continuity and situational awareness of issues impacting call flow and ECCO performance.
• Implements and monitors Quality Assurance (QA) metrics to ensure proper service delivery and compliance with government reporting requirements.
• Supervises call center operator analysts, manages staffing schedules, and oversees daily operational activities to maintain efficient workflows.
• Provides direct call support during periods of high call volume, ensuring that calls from detention facilities and other stakeholders are answered promptly and professionally.
• Assists the Call Center Manager in maintaining up-to-date Standard Operating Procedures (SOPs), including developing new SOPs for additional programs or service lines as needed.
• Possesses extensive experience using ServiceNow as an end-to-end Case Management System (CMS), with a strong understanding of case workflow and tracking.
Basic Qualifications
• Ability to obtain a Public Trust Clearance, US Citizenship required.
• Must reside in the United States and work must be performed in the United States.
• Bachelor's degree and two years of related experience; or an associate degree with three years of related experience; or five years of related experience if no degree.
Preferred Qualifications
• Bi-lingual in Spanish and English.
• Prior law enforcement or immigration related experience is preferred.
• Knowledge and experience working with RAD Apps; to include CRM tools.
• Proficiency in Microsoft Office Programs.
Professional Skills
• Excellent writing, editing, and proofreading skills.
• Strong analytical and problem-solving skills.
• Skilled in developing and executing strategic plans to optimize call center operations and support organizational goals.
• Ability to work independently and to manage and prioritize multiple work assignments.
Working at ICF
ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer . Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
Read more about workplacediscriminationrigh t s or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
Candidate AI Usage Policy
At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted . This policy is in place to maintain the integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is :
$45,577.00 - $77,481.00
Irvine, CA (CA79)
group id: 10106050
