Call Center Call Analyst II

19 hours ago


Irvine, California, United States Lukos Full time
Job Summary

We are seeking a highly skilled Call Center Call Analyst II to join our team at Lukos. As a key member of our call center operations, you will be responsible for conducting call intake for all ECCO phone lines and operator call analyses functions as directed by the SOP and call center leadership.

Key Responsibilities
  • Conduct call intake for all ECCO phone lines and operator call analyses functions as directed by the SOP and call center leadership.
  • 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 rapport with callers, asks probing questions to identify concerns, and applies 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.
Requirements
  • 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.
  • 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.
  • 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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