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
Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be.
As a young, small, aggressive company, we attract some of the best minds in the consulting industry who possess an extraordinary ability to quickly adapt to and address our customers’ dynamic needs. We value and respect our employees, and work hard to foster an environment in which all team members are unconditionally committed to the highest standards of ethical behavior and professional integrity.
At ITCON Services, we strive to establish and maintain long-term relationships with customers and employees.