Call Center Agent - Sr / Lead

Company Overview

Techne LLC is a Minority-Owned Small Business that specializes in creating, innovating, and developing highly skilled engineering teams and delivering top-tier technical solutions. We focus on providing comprehensive project management and integration & testing services to meet diverse client needs.

Overview

The Senior/Lead Call Center Agent provides advanced operational support and frontline leadership within the 287(g) National Coordination Center (NCC). This role handles the most complex and time‑sensitive inquiries from law enforcement partners, ICE personnel, and authorized stakeholders, ensuring accurate intake, triage, analysis, and documentation in alignment with ICE‑approved protocols.

In addition to performing high‑level case processing, the Senior/Lead Agent supports Supervisors in overseeing daily operations, mentoring junior and mid‑level agents, monitoring queue performance, and reinforcing quality and compliance standards. This position is essential to maintaining consistent 24/7/365 mission readiness and ensuring the NCC meets all performance, documentation, and security requirements.

Key Responsibilities

1. Advanced Intake, Authentication & Triage

• Receive and process complex or high‑priority telephonic and electronic inquiries through the NCC’s centralized intake system.
• Authenticate callers and agencies using ICE‑approved verification procedures with expert accuracy.
• Apply advanced triage logic to identify high‑risk, urgent, or sensitive cases requiring immediate escalation or supervisory review.
• Conduct detailed initial research using ICE‑approved systems to support accurate case assessment.

2. Complex Case Analysis & Documentation

• Perform in‑depth case analysis using ICE‑approved decision guides, workflows, and enforcement criteria.
• Document all findings, actions, and communications in required ICE systems (e.g., ServiceNow) with complete, audit‑ready accuracy.
• Ensure proper routing, follow‑up, and closure of complex cases in alignment with NCC SOPs.

3. Operational Leadership & Queue Support

• Assist Supervisors and Shift Leads with real‑time queue monitoring, workload balancing, and performance oversight.
• Provide direction to junior and mid‑level agents during high‑volume periods or surge events.
• Support operational decision‑making by identifying bottlenecks, risks, or emerging issues.

4. Mentorship, Coaching & Training Support

• Serve as a subject‑matter resource for junior and mid‑level agents, providing guidance on SOPs, triage logic, documentation standards, and escalation procedures.
• Assist with onboarding and training activities by demonstrating best practices and reinforcing policy‑aligned workflows.
• Provide informal coaching based on QA findings, performance trends, and operational needs.

5. Quality, Compliance & Performance

• Consistently meet or exceed NCC performance standards, including:
• < 1‑minute average speed of answer
• 6‑minute average call handling time
• 4‑minute wrap‑up time
• Accurate categorization and documentation
• Ensure strict adherence to DHS/ICE security protocols, including information handling, access control, and confidentiality.
• Participate in QA calibration sessions and support continuous improvement initiatives.

6. Mission Readiness & 24/7/365 Support

• Support all shifts, including nights, weekends, and holidays, as part of NCC’s continuous operations.
• Maintain readiness to support surge operations during peak call volumes, national events, or emergent law enforcement needs.
• Adhere to all NCC facility, security, and IT usage policies.

Required Qualifications

• Extensive experience in a call center, operations center, or law enforcement support environment.
• Demonstrated ability to handle complex inquiries with sound judgment and high accuracy.
• Strong communication skills with the ability to interpret and apply detailed SOPs and decision guides.
• Proficiency with case‑tracking systems, multi‑screen workflows, and rapid data entry.
• Ability to support and guide junior staff in a fast‑paced, high‑volume environment.

Desired Qualifications

• Experience supporting federal, law enforcement, or public safety operations.
• Familiarity with Amazon Connect, ServiceNow, or similar call center/case management platforms.
• Knowledge of immigration processes, law enforcement workflows, or DHS/ICE operations.
• Bilingual capability (English/Spanish) is a plus.

Clearance Requirements

• Must obtain and maintain a DHS/ICE favorable preliminary fitness determination.
• Must complete background investigation requirements through ICE OPR‑PSD.
• U.S. citizenship required.

Work Environment

• On‑site at the NCC facility in a secure, Level II environment.
• Shift‑based role supporting 24/7/365 operations.
• Requires extended periods of computer and headset use.

Pay: $52,000.00 - $64,000.00 per year

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person