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NTT DATA North America · 1 month ago

Call Center Operator

Nashville, TN, US

Full-time

Hybrid

Mid, Senior Level

5+ years exp

NTT DATA is a business and technology services leader, and they are seeking a Call Center Operator to join their team. The role involves conducting call intakes, answering inquiries, and assisting callers with information regarding immigration enforcement decisions.

ConsultingDigital MarketingInformation ServicesInformation TechnologyIT Management

No H1B

U.S. Citizen Only

Responsibilities

Conducts call intakes for all NCC phone lines and operator call analyses functions as directed by the SOP and call center leadership

Stands ready to answer incoming calls in a timely manner from 287(g) LEA partners, other client partners as identified, and other stakeholders

Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assist caller with information to make an informed enforcement decision

Responsible for making database and manual queries related to individuals persons in immigration proceedings received

Log relevant call information into a web-based case management

Work cases to be referred to an ERO Officer/Agent, ERO field offices or client headquarters offices for follow-up review and action

Accesses third-party telephonic interpreter service provided by client, 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

Must have intermediate skills in Microsoft Excel and Word

Must perform at the minimum call intake performance levels established by the COR

Have multi-year experience working with ServiceNow as an end-to-end CMS

Qualification

ServiceNowMicrosoft ExcelMicrosoft WordImmigration law knowledgeReading comprehensionPrioritization skillsCommunication skillsWriting skillsIndependent work

Required

High School diploma or GED certification 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

Minimum 5 years of experience in responding to requests for information, conducting searches in government databases, and searching automated systems for data and developing concise summaries with decision points under tight deadlines

Ability to obtain a Public Trust

Must have intermediate skills in Microsoft Excel and Word

Must perform at the minimum call intake performance levels established by the COR

Have multi-year experience working with ServiceNow as an end-to-end CMS