Job Description

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 Manager** 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** · Assist the Project Manager in the planning, execution, and completion of projects, ensuring alignment with scheduled milestones and budget constraints. · Oversee the development and deployment of agency technologies; monitor performance metrics of technology teams to ensure timely delivery of high-quality solutions. · Ensure all project deliverables adhere to established quality standards, regulatory guidelines, and agency policies. · Identify, assess, and communicate potential risks associated with project development and execution. · Maintain detailed and up-to-date project documentation, including project plans, progress reports, and leadership briefings for review by the Project Manager and key stakeholders. · Develop and guide call center operational strategies through needs assessments, performance analysis, capacity planning, and cost-benefit evaluations; identify and assess advanced technologies; define user requirements and technical specifications to enhance productivity, service quality, and customer satisfaction; contribute to strategic organizational reviews and planning. · Possess expertise in customer interaction systems, voice response technologies, and telephony networks; manage user interface development, user acceptance testing, system assessments, and deployment planning. · Enhance call center efficiency by monitoring system performance, resolving issues, preparing action plans, conducting system audits, and leading continuous improvement and quality assurance initiatives; oversee system upgrades and enhancements. · Stay current with industry best practices by tracking trends in call center operations, attending professional development events, reviewing relevant publications, and engaging with professional networks and organizations. · Ensure all Standard Operating Procedures (SOPs) are consistently reviewed and updated as necessary, and that new SOPs are developed for emerging programs or business lines. **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 five years of experience; or a master's degree with four years of experience; or an associate degree with eight years of related experience; or 10 years of related experience with no degree. · A minimum of six years of supervisory experience in responding to requests for information and searching automated systems for data. **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. **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  [email protected]  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  workplace discrimination righ 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  [email protected] . 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: $55,148.00 - $93,752.00 Irvine, CA (CA79)

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Full time, Contract work, Work experience placement, Work at office, Live in,

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