Call Center Call Analyst II
Minimum Qualifications Summary
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Certification & Education
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- 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.
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Experience Required
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- 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.
- Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent) Spanish and English required. Detailed information regarding the Interagency Language Roundtable Scale Descriptions can be found at the following website: https://www.govtilr.org/Skills/ILRscale2.htm.
- 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.
- Must have intermediate skills in Microsoft Excel and Word.
- Have multi-year experience working with ServiceNow as an end-to-end CMS.
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Job Objective
Conducts call intake for all ECCO phone lines and operator call analyses functions as directed by the SOP and call center leadership.
Responsibilities
- Must perform at the minimum call intake performance levels of 45 daily average calls completed
- Stands ready to answer incoming calls in a timely manner from detention facilities and other stakeholders.
- Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assessing caller concerns. Responsible for making database and manual queries related to individuals in ICE detention or other persons in immigration proceedings received.
- Logs relevant call information into a web-based case management or CRM system.
- Works cases to be referred to an ERO Officer/Agent, ERO field offices or ICE headquarters offices for follow-up review and action.
- Accesses third-party telephonic interpreter service provided by ICE, 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
Education & Certification
- 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.
Work Location
Irvine, CA
About Lukos
Lukos has been delivering professional services to the Federal Government for 15 years. We help a variety of federal agencies in areas such as national security, homeland security, international development, training, analytics, healthcare, and other professional services. Since our founding, we have grown to support all military services and multiple federal civilian agencies.
About Our Name: Lukos is ancient Greek for "wolf". The characteristics of the wolf match our approach to national security. The wolf is known for cunning, aggression, patience, and teamwork. An individual wolf is smart, strong, and resilient, but the true strength of wolves is their ability to work together as a wolfpack. Kipling said it best in The Law of the Jungle.
"For the strength of the pack is the wolf, and the strength of the wolf is the pack."
At Lukos we take care of our pack by offering full time employees competitive benefits to include: medical, dental, vision, 401(k), life insurance, short and long term disability coverage, paid time off and Federal holidays.
Lukos is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or national origin.
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LUKOS LLC
life insurance, paid time off, long term disability, 401(k)
Dec 27, 2024