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.
Role Summary
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
2–3 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
Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be.
As a young, small, aggressive company, we attract some of the best minds in the consulting industry who possess an extraordinary ability to quickly adapt to and address our customers’ dynamic needs. We value and respect our employees, and work hard to foster an environment in which all team members are unconditionally committed to the highest standards of ethical behavior and professional integrity.
At ITCON Services, we strive to establish and maintain long-term relationships with customers and employees.