Job 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 reviewed and updated regularly, and develop new SOPs for emerging programs or business lines. Basic Qualifications Ability to obtain a Public Trust Clearance; US Citizenship required. Must reside in the United States; 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, including 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. We combine unmatched expertise with cutting-edge technology to help clients solve complex challenges, navigate change, and shape the future. We are committed to building an inclusive workplace where everyone can thrive. We are an equal opportunity employer. For more information, read our EEO policy . Reasonable accommodations are available for disabled veterans, individuals with disabilities, and those with sincerely held religious beliefs. To request an accommodation, email Candidateaccommodation@icf.com . Learn more about workplace discrimination rights and our benefits offerings under the Transparency in Benefits Coverage Act . Candidate AI Usage Policy At ICF, we ensure a fair interview process based on skills and knowledge. AI tools are not permitted during interviews unless an accommodation is requested in advance by contacting candidateaccommodation@icf.com . Pay Range The pay range for this full-time role in Irvine, CA, is $55,148.00 - $93,752.00, considering relevant experience, skills, certifications, location, and other factors. About the company ICF International, Inc. has $4.8 billion in revenue and approximately 7,000 employees across more than 90 offices. #J-18808-Ljbffr ICF

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