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Dhs Call Center Jobs (NOW HIRING)

SOSi

$14 - $18.25/hr

Call Agents perform the call center supported registration process, provide applicable referrals ... Successfully pass the DHS Employment Eligibility Verification (E-Verify) program. * Pass a USG ...

SOSi

Call Agent

$15.25 - $20.25/hr

Call Agents perform the call center supported registration process, provide applicable referrals ... Successfully pass the DHS Employment Eligibility Verification (E-Verify) program. * Pass a USG ...

SOSi

Call Agent

$15.25 - $20.25/hr

Call Agents perform the call center supported registration process, provide applicable referrals ... Successfully pass the DHS Employment Eligibility Verification (E-Verify) program. * Pass a USG ...

SOS International LLC

Call Agent

Seattle, WA · Remote

$17 - $22.50/hr

Call Agents perform the call center supported registration process, provide applicable referrals ... Successfully pass the DHS Employment Eligibility Verification (E-Verify) program. * Pass a USG ...

SOS International LLC

Call Agent

El Paso, TX · Remote

$13.50 - $17.75/hr

Call Agents perform the call center supported registration process, provide applicable referrals ... Successfully pass the DHS Employment Eligibility Verification (E-Verify) program. * Pass a USG ...

SOS International LLC

Call Agent

Tucson, AZ · Remote

$14.50 - $19/hr

Call Agents perform the call center supported registration process, provide applicable referrals ... Successfully pass the DHS Employment Eligibility Verification (E-Verify) program. * Pass a USG ...

SOS International LLC

Call Agent

Los Angeles, CA · Remote

$16.25 - $21.25/hr

Call Agents perform the call center supported registration process, provide applicable referrals ... Successfully pass the DHS Employment Eligibility Verification (E-Verify) program. * Pass a USG ...

SOS International LLC

Call Agent

Reston, VA · Remote

$15.50 - $20.50/hr

Call Agents perform the call center supported registration process, provide applicable referrals ... Successfully pass the DHS Employment Eligibility Verification (E-Verify) program. * Pass a USG ...

SOS International LLC

Call Agent

Albuquerque, NM · Remote

$14.50 - $19.25/hr

Call Agents perform the call center supported registration process, provide applicable referrals ... Successfully pass the DHS Employment Eligibility Verification (E-Verify) program. * Pass a USG ...

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Dhs Call Center information

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$10

$17

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How much do dhs call center jobs pay per hour?

As of May 30, 2026, the average hourly pay for dhs call center in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What is a Dhs Call Center job?

A DHS Call Center job involves assisting individuals with inquiries related to government programs and services, such as benefits, eligibility, and applications. Agents handle incoming calls, provide information, resolve issues, and sometimes escalate complex cases. Strong communication skills, patience, and knowledge of DHS policies are essential.

What are the key skills and qualifications needed to thrive in the Dhs Call Center position, and why are they important?

To thrive as a DHS Call Center representative, you typically need strong customer service skills, familiarity with government assistance programs, and a high school diploma or equivalent. Proficiency in using call center software, case management systems, and sometimes knowledge of state-specific databases is important. Excellent listening, empathy, and conflict resolution are key soft skills that help build rapport and effectively support callers. These competencies are essential to efficiently address client needs, ensure accurate information is provided, and maintain a high standard of service in a demanding environment.

What are the main responsibilities of a DHS Call Center representative on a daily basis?

DHS Call Center representatives are primarily responsible for handling incoming calls from the public regarding benefit programs, eligibility requirements, and application statuses. They answer questions, provide information, assist with completing forms, and sometimes help resolve issues or complaints related to Department of Human Services support programs. Representatives may also input data, update case files, and refer callers to additional resources or specialized staff as necessary. The role requires clear communication, patience, and the ability to manage confidential information efficiently while maintaining a professional and supportive demeanor.
More about Dhs Call Center jobs
What cities are hiring for Dhs Call Center jobs? Cities with the most Dhs Call Center job openings:
What states have the most Dhs Call Center jobs? States with the most job openings for Dhs Call Center jobs include:
What job categories do people searching Dhs Call Center jobs look for? The top searched job categories for Dhs Call Center jobs are:
Dhs Call Center jobs near you
Infographic showing various Dhs Call Center job openings in the United States as of May 2026, with employment types broken down into 1% As Needed, 74% Full Time, 21% Part Time, and 4% Contract. Highlights an 97% Physical, 1% Hybrid, and 2% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.

Call Center Quality Manager (4764)

Eagle Harbor LLC

Martinsburg, WV • On-site

Full-time

Posted 20 days ago

Job description

Eagle Harbor, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Call Center Quality Manager.
POSITION RESPONSIBILITIES:
  • Oversees the quality assurance and performance monitoring functions for the contact center, ensuring all customer service operations meet the stringent standards outlined in the Performance Work Statement.
  • Responsible for developing, implementing, and maintaining a comprehensive Quality Control Plan (QCP), which details inspection schedules, methods, and corrective actions to achieve 99% compliance in professional and courteous responses and 80% content accuracy.
  • Monitor an average of 1,550 daily contacts (e.g., 825 calls, 400 emails, 250 chats) to maintain an Abandoned Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting regular quality control inspections using the Avaya Aura Contact Center system and MMLD database to track performance metrics such as handle time, wait times, and first-level call resolution rates, and documenting results in weekly and monthly report.
  • Perform detailed quality assessments of customer interactions, reviewing a sample of calls, emails, and chats to ensure adherence to Mission Management System (MMS) guidelines, HIPAA compliance for medical queries, and Section 508 accessibility standards, identifying areas for improvement and implementing corrective actions to address deficiencies, such as retraining staff on proper escalation procedures for complex inquiries.
  • Recommend process improvements based on call trends, customer feedback, and quality inspection outcomes, proposing updates to MMS documents to enhance accuracy and reduce processing times, and presenting these recommendations in monthly progress reports.
  • Ensure all personnel maintain required training levels (e.g., one hour per week), coordinating with the On-Site Supervisor to schedule government-provided training sessions, particularly for Level 3 personnel handling escalated contacts and quality control tasks, ensuring proficiency in handling medical-related queries and Spanish interpretation services.
  • Maintain a file of all quality control inspections, corrective actions, and training records, making them available for government audits as part of the Quality Assurance Surveillance Plan (QASP), and collaborate with the COR during monthly status meetings to discuss quality performance, resolve issues, and align with USCG objectives.
  • Ensure compliance with security protocols, safeguarding sensitive information under the Privacy Act and DHS MD 11042.1, and verify that all staff adhere to professional conduct standards, reporting any misconduct to the On Site Supervisor for immediate action.
    POSITION REQUIREMENTS:
  • 2 years of quality control experience working with ISO 9001:2000 quality standards systems (QSS)
  • 2 years of contact center management experience; or 5 years of experience working within a contact center environment.

VEVRAA Federal Contractor
Three Saints Bay, LLC and its subsidiaries offer a team-oriented working environment and the opportunity to work with exceptional, dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.
We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.

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