Call Center Supervisor

Call Center Supervisor

ITCON is hiring Call Center Supervisors to serve as the frontline leaders of the National Coordination Center. You will be responsible for the direct oversight of dispatchers/analysts, ensuring that every operator adheres to strict Standard Operating Procedures (SOPs) and delivers accurate, life-safety information to law enforcement partners. The Supervisor leads a team of operators, ensuring accurate call handling, adherence to protocols, and consistent performance across assigned shifts.

Key Responsibilities

• Supervise daily activities of call center operators
• Provide coaching, feedback, and performance evaluations
• Monitor call quality and documentation accuracy
• Ensure operators follow ICE/287(g) procedures
• Escalate complex or sensitive calls to Operations Manager or ICE counterparts
• Support shift scheduling and attendance management
• Assist with training and onboarding of new staff

Requirements

• Must be a United States Citizen.
• High school diploma or equivalent; associate degree preferred
• 23 years of call center or supervisory experience
• Strong communication and coaching skills
• Ability to work rotating shifts including nights/weekends
• Ability to obtain required clearances

Preferred Qualifications

• Experience in law?enforcement support environments
• Familiarity with federal documentation standards