Call Center Operator

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Job Summary

ICF is seeking a skilled Call Center Operator to join our team. This role involves reviewing draft deliverables including the validation of data queries and reporting accuracy. The Manager supports highlevel strategic planning handles highpriority and quickturnaround assignments and brings extensive multiyear experience working with ServiceNow as a comprehensive case management system (CMS).

Location
Candidate must live or commute onsite full time in Irvine California

Key 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 webbased case management or customer relationship management (CRM) system.

Manages and escalates cases requiring followup by referring them to appropriate ERO Officers/Agents ERO field offices or ICE headquarters as necessary.

Utilizes ICEs approved thirdparty telephonic interpreter service when language assistance is required.

Provides backup support to the HQ entrylevel 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 Officers Representative (COR).

Brings multiyear experience using ServiceNow as a comprehensive case management system (CMS) with familiarity in endtoend case handling.

Basic Qualifications

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.

Bachelors 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.

Preferred Qualifications

Bilingual 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.

Professional Skills

Excellent writing editing and proofreading skills.

Strong analytical and problemsolving skills.

Skilled in developing and executing strategic plans to optimize call center operations and support organizational goals.

Ability to work independently and to manage and prioritize multiple work assignments.

Working at ICF

Pay Range There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on fulltime employment is: