Call Center Operator

Req ID: 351019 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Call Center Operator to join our team in Nashville, Tennessee (US-TN), United States (US).

Duties to include but not limited to the following:

• 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 enfocercement 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.

Basic Qualifications:

• 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. 

Preferred Qualifications: 

• Excellent reading comprehension, writing and communication skills.
• Ability to work independently and to manage and prioritize multiple work assignments.
• Law enforcement experience or experience in interpreting and applying immigration law is preferred.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.