Call Center Operator (Law Enforcement Analyst)

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