JobsUSAECCO Call Center Manager
Company : GovCIO
Location : Irvine, CA
Posted Date : 15 September 2025
Job Type : Contractor, Full Time
Category : Management
Occupation : Call Center Manager
Job Details
Ecco Call Center Manager
GovCIO is currently hiring for an ECCO Call Center Manager to support high-level strategic planning, and complete high-profile and or quick turnaround tasks regarding the management and operations of the ECCO.
This position will be located in Irvine, CA and will be an onsite position.
Responsibilities
- Works with the PM to determine call center operational strategies by conducting needs assessments, performance reviews, and capacity planning. Establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Maintains communications with ECCO supervisor staff in addition to 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.
- Coordinates to forecast both ERO and contractor needs in an environment of shifting priorities and changing workloads.
- Ensures Quality Assurance metrics are in place and facilitate proper reporting to the government.
- Ensures all ECCO SOPs are updated as needed and SOPs are created for any new programs or lines of business.
Qualifications
Bachelors with 12+ years (or commensurate experience)
Required Skills and Experience:
- Clearance Required: Public Trust
- US Citizen
- Experience at the ECCO Call Center in Irvine, CA
- Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent) Spanish and English required.
Company Overview
GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens. But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?
What You Can Expect:
- During the Interview Process
- Virtual video interview conducted via video with the hiring manager and/or team
- Camera must be on
- A valid photo ID must be presented during each interview
- During the Hiring Process
- Enhanced Biometrics ID verification screening
- Background check, to include:
- Criminal history (past 7 years)
- Verification of your highest level of education
- Verification of your employment history (past 7 years), based on information provided in your application
Employee Perks:
- Employee Assistance Program (EAP)
- Corporate Discounts
- Learning & Development platform, to include certification preparation content
- Training, Education and Certification Assistance*
- Referral Bonus Program
- Internal Mobility Program
- Pet Insurance
- Flexible Work Environment
*Available to full-time employees
Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
Posted Pay Range: USD $130,000.00 - USD $140,000.00 /Yr.
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