Call Center Operator (Law Enforcement Analyst)
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Overview
Job Description
This is not a typical customer service role. As a Call Center Operator for ITCON, you will serve as an analyst for the National Coordination Center. You will support U.S. Immigration and Customs Enforcement (ICE) by fielding requests from law enforcement officers and conducting comprehensive analysis of criminal and immigration history. Your work directly informs "time-sensitive decision making " regarding arrests and public safety.Role Summary Operators handle inbound calls from law enforcement agencies participating in the 287(g) program, performing identity verification, database checks, and documentation in accordance with ICE protocols.Key Responsibilities
Answer and process inbound calls from 287(g) partner agencies
Perform database lookups and identity verification using authorized systems
Document call details accurately in accordance with ICE standards
Follow scripts, protocols, and escalation procedures
Maintain confidentiality and data security at all times
Meet performance metrics including accuracy, timeliness, and call quality
Requirements
Must be a United States Citizen
High school diploma or equivalent
1+ year of call center or customer service experience
Strong attention to detail and documentation accuracy
Ability to work in a structured, protocol driven environment
Ability to obtain required clearances
Preferred Qualifications
Experience supporting law enforcement or government programs
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
