Call Center Operator

Conducts call intakes for all NCC phone lines and operator call analyses functions as directed by the SOP and call center leadership. Stands ready to answer incoming calls in a timely manner from 287(g) LEA partners, other client partners as identified, and other stakeholders. Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assist caller with information to make an informed enfocercement decision. Responsible for making database and manual queries related to individuals persons in immigration proceedings received. Log relevant call information into a web-based case management. Work cases to be referred to an ERO Officer/Agent, ERO field offices or client headquarters offices for follow-up review and action. Accesses third-party telephonic interpreter service provided by client, when appropriate. Provides back-up to the HQ Entry level data analyst to process entry level data entry and analysis for any intake mailboxes when needed. Must have intermediate skills in Microsoft Excel and Word. Must perform at the minimum call intake performance levels established by the COR. Have multi-year experience working with ServiceNow as an end-to-end CMS. High School diploma or GED certification 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. Minimum 5 years of experience in responding to requests for information, conducting searches in government databases, and searching automated systems for data and developing concise summaries with decision points under tight deadlines. Ability to obtain a Public Trust. Excellent reading comprehension, writing and communication skills. Ability to work independently and to manage and prioritize multiple work assignments. Law enforcement experience or experience in interpreting and applying immigration law is preferred.