Operations Center Agent

ICF International

(Martinsville, Virginia)
Full Time
Job Posting Details
About ICF International
CF International (NASDAQ:ICFI) provides professional services and technology solutions that deliver beneficial impact in areas critical to the world's future.
Responsibilities
* Provide policy recommendations and day-to-day oversight of the ICF Connect customer support and state-of-the-art call center services for social programs. Focus is on child support enforcement, child protection, and adult protection services. Understanding of TANF, SNAP, behavioral health, workforce development and other social services a plus. Responsible for providing policy and process recommendations to support customer service programs and ensure customer satisfaction thru continuous quality monitoring and enhancement. Will also be responsible for hands-on management of customer support overflow services based in Martinsville, Virginia. These overflow services support ICF Connect s customer service projects nationwide and in Canada. Will be asked to represent the program to senior state social service officials.
Ideal Candidate
* 10 years supporting social service programs * Minimum 5 years in customer support and call center, preferably in a public health, family support, and/or government services. * Minimum 5 years in project management for government projects * Excellent verbal and written communication skills * Preferred Skills/Experience* * Experience in child support enforcement, family support services, child welfare * Experience as or working with case workers * Experience with customer service center procedures and technologies, to include customer relationship management systems; quality control in a customer service center environment, and reporting procedures * Experience presenting achievements and serving as company liaison with government executives * Experience managing and enforcing secure handling of PII and sensitive customer information * Experience managing teams with significant budget and P/L responsibilities * Experience managing multi-lingual staff * Relevant certifications in technology, program management, and customer contact services

Questions

Answered by on
This question has not been answered
Answered by on

There are no answered questions, sign up or login to ask a question

Want to see jobs that are matched to you?

DreamHire recommends you jobs that fit your
skills, experiences, career goals, and more.