Lead Call Center Staff

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,