Today
Public Trust
Unspecified
Unspecified
Irvine, CA (On-Site/Office)
Description
At ICF Next, we are fearless in finding new ways to solve problems, relentless in making sure it pays off for our clients and committed to making a positive change in the world. Join our community of mission-driven creatives, communicators, strategists, and technologists to challenge the status quo.
Job Summary
ICF is seeking a skilled Call Center Operator to join our team. This role involves reviewing draft deliverables, including the validation of data queries and reporting accuracy. The Manager supports high-level strategic planning, handles high-priority and quick-turnaround assignments, and brings extensive, multi-year experience working with ServiceNow as a comprehensive case management system (CMS).
Location
Candidate must live or commute onsite full time in Irvine, California
Key Responsibilities
• Handles call intake for all ECCO phone lines and conducts operator call analysis in accordance with Standard Operating Procedures (SOPs) and guidance from call center leadership.
• Responds promptly to incoming calls from detention facilities and other stakeholders, ensuring timely and professional communication
• Builds rapport with callers, utilizes probing questions to identify core concerns, and applies knowledge of immigration enforcement and detention processes to assess and respond appropriately.
• Conducts manual and database queries to obtain relevant information on individuals in ICE detention or involved in immigration proceedings.
• Accurately documents call details in a web-based case management or customer relationship management (CRM) system.
• Manages and escalates cases requiring follow-up by referring them to appropriate ERO Officers/Agents, ERO field offices, or ICE headquarters as necessary.
• Utilizes ICE's approved third-party telephonic interpreter service when language assistance is required.
• Provides backup support to the HQ entry-level data analyst by processing basic data entry and analysis tasks for designated intake mailboxes as needed.
• Demonstrates intermediate proficiency in Microsoft Excel and Word for documentation and reporting purposes.
• Meets or exceeds minimum call intake performance benchmarks established by the Contracting Officer's Representative (COR).
• Brings multi-year experience using ServiceNow as a comprehensive case management system (CMS), with familiarity in end-to-end case handling.
Basic Qualifications
• Ability to obtain a Public Trust Clearance, US Citizenship required.
• Must reside in the United States and work must be performed in the United States.
• 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.
Preferred Qualifications
• Bi-lingual in Spanish and English.
• Prior law enforcement or immigration related experience is preferred.
• Knowledge and experience working with RAD Apps; to include CRM tools.
• Proficiency in Microsoft Office Programs.
Professional Skills
• Excellent writing, editing, and proofreading skills.
• Strong analytical and problem-solving skills.
• Skilled in developing and executing strategic plans to optimize call center operations and support organizational goals.
• Ability to work independently and to manage and prioritize multiple work assignments.
Working at ICF
ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer . Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
Read more about workplacediscriminationrigh t s or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
Candidate AI Usage Policy
At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted . This policy is in place to maintain the integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is :
$66,730.00 - $113,440.00
Irvine, CA (CA79)
At ICF Next, we are fearless in finding new ways to solve problems, relentless in making sure it pays off for our clients and committed to making a positive change in the world. Join our community of mission-driven creatives, communicators, strategists, and technologists to challenge the status quo.
Job Summary
ICF is seeking a skilled Call Center Operator to join our team. This role involves reviewing draft deliverables, including the validation of data queries and reporting accuracy. The Manager supports high-level strategic planning, handles high-priority and quick-turnaround assignments, and brings extensive, multi-year experience working with ServiceNow as a comprehensive case management system (CMS).
Location
Candidate must live or commute onsite full time in Irvine, California
Key Responsibilities
• Handles call intake for all ECCO phone lines and conducts operator call analysis in accordance with Standard Operating Procedures (SOPs) and guidance from call center leadership.
• Responds promptly to incoming calls from detention facilities and other stakeholders, ensuring timely and professional communication
• Builds rapport with callers, utilizes probing questions to identify core concerns, and applies knowledge of immigration enforcement and detention processes to assess and respond appropriately.
• Conducts manual and database queries to obtain relevant information on individuals in ICE detention or involved in immigration proceedings.
• Accurately documents call details in a web-based case management or customer relationship management (CRM) system.
• Manages and escalates cases requiring follow-up by referring them to appropriate ERO Officers/Agents, ERO field offices, or ICE headquarters as necessary.
• Utilizes ICE's approved third-party telephonic interpreter service when language assistance is required.
• Provides backup support to the HQ entry-level data analyst by processing basic data entry and analysis tasks for designated intake mailboxes as needed.
• Demonstrates intermediate proficiency in Microsoft Excel and Word for documentation and reporting purposes.
• Meets or exceeds minimum call intake performance benchmarks established by the Contracting Officer's Representative (COR).
• Brings multi-year experience using ServiceNow as a comprehensive case management system (CMS), with familiarity in end-to-end case handling.
Basic Qualifications
• Ability to obtain a Public Trust Clearance, US Citizenship required.
• Must reside in the United States and work must be performed in the United States.
• 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.
Preferred Qualifications
• Bi-lingual in Spanish and English.
• Prior law enforcement or immigration related experience is preferred.
• Knowledge and experience working with RAD Apps; to include CRM tools.
• Proficiency in Microsoft Office Programs.
Professional Skills
• Excellent writing, editing, and proofreading skills.
• Strong analytical and problem-solving skills.
• Skilled in developing and executing strategic plans to optimize call center operations and support organizational goals.
• Ability to work independently and to manage and prioritize multiple work assignments.
Working at ICF
ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer . Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
Read more about workplacediscriminationrigh t s or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
Candidate AI Usage Policy
At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted . This policy is in place to maintain the integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is :
$66,730.00 - $113,440.00
Irvine, CA (CA79)
group id: 10106050
