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Call Center Analyst II

2 months ago

Irvine, California, United States Lukos Full time
Job Title: Call Center Call Analyst II

Lukos is seeking a highly skilled Call Center Call Analyst II to join our team. As a Call Center Call Analyst II, 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:
  • 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
  • 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
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.

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.