Lead Call Center Specialist

About the role

Koniag Professional Services, a Koniag Government Services company, is hiring Call Center Specialists Leads (Bilingual English/Spanish) to support KPS and our government customer. Must be a US Citizen and eligible to obtain a Public Trust clearance. This position is located in El Paso, TX. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, paid vacation and sick leave, and more.

Responsibilities

• Deliver high-quality, compassionate services to UAC, sponsors, community members, and other callers
• Communicate effectively in English and Spanish
• Maintain professional judgment, especially during crisis calls
• Respond to calls promptly
• Manage and de-escalate calls from individuals in crisis
• Triage calls for appropriate responses, referrals, and documentation
• Provide case management/referral services
• Apply quality standards to all calls and meet program deadlines
• Work with stakeholders, including legal service providers and court officials
• Absorb changes affecting child safety and make referrals to officials
• Follow protocols and policies in call handling including post-call documentation

Requirements

• Bachelor's degree in a relevant field, such as psychology, social work, mental health, or a related field.
• At least 3 years of child welfare experience.
• Bilingual in English and Spanish.
• Strong computer skills, including proficiency in Microsoft Excel, Word, Teams, and Outlook.
• Comfortable learning new systems and working with case management software.
• Exceptional verbal and written communication skills.
• Ability to navigate sensitive conversations and emotionally charged topics with professionalism and empathy.

Qualifications

• Prior call center experience, especially in behavioral health or child/family services.
• Familiarity with Federal government programs that support UAC.
• Working knowledge of trauma-informed care principles and best practices in crisis intervention.

Benefits

We offer a comprehensive benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, paid vacation and sick leave, and more.

Pay

Competitive compensation is offered.

Schedule

This is an onsite role located in our secure El Paso, TX, Rockville, MD, and Fairmont, WV facilities. Remote/virtual work is prohibited.

Additional Information

• This role involves responding to sensitive, high-impact calls and providing real-time guidance, crisis response, and resource coordination to promote the safety and well-being of vulnerable youth.
• The role requires work on evenings, weekends, holidays, or during emergency situations.
• A mandatory 3-week training period (combination of webinars, self-paced learning, and workshops) must be completed prior to shift assignment.

Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.