Job Description

Title: LEAD CALL CENTER SPECIALIST – CARE

Location: El Paso, TX (ZIP code 79902)

Security Clearance: Public Trust T4

About TPG:

When you make the decision to join TPG, you are choosing to work alongside talented professionals that have one thing in common; the passion to make a difference! TPG employees bring their diverse talents and experiences to work on critical projects that help shape the nation’s safety, security, and quality of life. The desire to have a career that is purposeful and forward thinking is woven into every TPG employee…it’s The TPG Way. TPG employees are; purpose driven, forward focused, open-minded, trustworthy, and invested. The TPG Way is our commitment to our employees, to our customers, and to our communities. Join TPG and make a difference!

The Lead Call Center Specialist provides day-to-day operational leadership and quality oversight to a team conducting safety and well-being screenings in a federally regulated environment. This role supports accurate risk identification, consistent application of protocols, and timely escalation of sensitive concerns while mentoring staff and ensuring compliance with federal, state, and organizational requirements.

Essential Functions and Responsibilities:

• Provide daily workflow direction and coaching to call center specialists
• Serve as first-level escalation point for high-risk or sensitive cases
• Review case documentation for accuracy, completeness, and compliance
• Support complex inbound and outbound communications with professionalism
• Reinforce quality, documentation standards, and trauma-informed engagement
• Promote a professional, supportive, and accountable team environment

• Minimum Qualifications & Skills:

• Bachelor’s degree and a minimum of three (3) years of relevant experience in child welfare, human services, case management, or a related field
• At least one (1) year of prior supervisory or lead experience
• Bilingual English/Spanish required
• Social work or behavioral health licensure preferred

Clearance:

Applicants selected may be subject to a government background investigation and may be required to meet the following conditions of employment.

Security Clearance/Background Check Requirements

• Ability to pass a government background investigation
• Eligibility to obtain and maintain a Public Trust or higher clearance
• Must be a U.S. Citizen
• Ability to work nights, weekends, and holidays as required

Physical Requirements/Working Conditions:

• Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees.
• Climbing/Stooping/Kneeling: 10% of the time.
• Lifting/Pulling/Pushing: 10% of the time.
• Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time.
• Sitting: Sitting for prolonged and extended periods of time.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Management may revise duties as necessary without updating this job description.

For more information about the company please visit our website at https://www.theprovidenciagroup.com

Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.

TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to HRsupport@theprovidenciagroup.com