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Call Center Operator
| Company | ICF |
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| Location | Irvine, CA, USA |
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| Salary | $66730 – $113440 |
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| Type | Full-Time |
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| Degrees | Bachelor’s, Associate’s |
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| Experience Level | Junior, Mid Level |
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Requirements
- Ability to obtain a Public Trust Clearance, US Citizenship required.
- Must reside in the United States and work must be performed in the United States.
- Bachelor’s degree and two years of related experience; or an associate degree with three years of related experience; or five years of related experience if no degree.
- Brings multi-year experience using ServiceNow as a comprehensive case management system (CMS), with familiarity in end-to-end case handling.
Responsibilities
- Handles call intake for all ECCO phone lines and conducts operator call analysis in accordance with Standard Operating Procedures (SOPs) and guidance from call center leadership.
- Responds promptly to incoming calls from detention facilities and other stakeholders, ensuring timely and professional communication.
- Builds rapport with callers, utilizes probing questions to identify core concerns, and applies knowledge of immigration enforcement and detention processes to assess and respond appropriately.
- Conducts manual and database queries to obtain relevant information on individuals in ICE detention or involved in immigration proceedings.
- Accurately documents call details in a web-based case management or customer relationship management (CRM) system.
- Manages and escalates cases requiring follow-up by referring them to appropriate ERO Officers/Agents, ERO field offices, or ICE headquarters as necessary.
- Utilizes ICE’s approved third-party telephonic interpreter service when language assistance is required.
- Provides backup support to the HQ entry-level data analyst by processing basic data entry and analysis tasks for designated intake mailboxes as needed.
- Demonstrates intermediate proficiency in Microsoft Excel and Word for documentation and reporting purposes.
- Meets or exceeds minimum call intake performance benchmarks established by the Contracting Officer’s Representative (COR).
Preferred Qualifications
- Bi-lingual in Spanish and English.
- Prior law enforcement or immigration related experience is preferred.
- Knowledge and experience working with RAD Apps; to include CRM tools.
- Proficiency in Microsoft Office Programs.
