Job Details

Requisition Number 18-0013
Post Date 1/22/2018
Title Call Center Manager
City Laguna Niguel
State CA
Description Capgemini Government Solutions (CGGS) is searching for a Call Center Manager in Laguna Niguel, California. The Call Center Manager will oversee approximately 30 agents at a new call center for the U.S Department of Homeland Security. The successful applicant will be responsible for directing agents’ workflow and workload as well as handling complaints, concerns and questions from callers. CGGS is looking for a highly organized professional with management experience who can ensure the most efficient operations of the call center.

Basic Qualifications:
• Ability to obtain a Secret Clearance (U.S. citizenship is required)
• Bachelor or Associates Degree
• Minimum of Five (5) years of Management experience in call center operations, planning, forecasting, Customer Relationship Management Software (CRMS), and business intelligence
• Responsible for assuring that ERO receives the support services for which the contractor is responsible
• Coordinate with Federal staff ECCO Section Chief, and ERO Unit Chief on ECCO matters
• Maintain communications with ECCO supervisors and other personnel at CPD HQ to create and maintain efficient process; address emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses.
• Interface with COR as required in order to meet the contract requirements
• Coordinate with the COR to forecast both ERO and contractor needs in an environment of shifting priorities and changing workloads
• Supervises the Call Analysts, maintain staffing schedules and managing daily operations
• Stands ready to answer incoming calls in a timely manner from detention facilities and other stakeholders if elevated to supervisor level
• Works cases to be referred to an ERO Officer/Agent, ERO field offices or ICE headquarters offices for follow-up review and action
• Accesses third-party telephonic interpreter service provided by ICE, when appropriate
• Excellent reading comprehension, writing and communication skills that include the ability to effectively communicate with personnel of various backgrounds
• Proficiency in Microsoft Office Programs

Desirable Skills:
• Bi-lingual in English/Spanish
• Experience in utilizing DHS and legacy INS databases desirable


Company Overview:

Capgemini, one of the world's foremost providers of consulting, technology, and outsourcing services, enables its clients to transform and perform through technologies. With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017. A global leader in consulting, technology and outsourcing services, the Group reported 2016 global revenues of $13.25 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness.

Capgemini Government Solutions, LLC (Capgemini GS) is a subsidiary of Capgemini focused on providing high quality Capgemini services to the U.S. Federal Government. Learn more about us at www.capgemini-gs.com.

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

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