Job Details

Requisition Number 19-0022
Post Date 2/5/2019
Title Call Center Operator
City Laguna Niguel
State CA
Description


Capgemini Government Solutions (CGGS) LLC is seeking highly motivated and experienced Call Center Operator to join our team in Laguna Niguel, California to support our government clients. The successful applicant will work closely with our clients to provide call center service that are of the highest caliber to ensure client satisfaction.

 

The successful applicant will have the opportunity to apply and grow their skillset, work with a motivated and entrepreneurial team, engage with a wide range of stakeholders, and build CGGS’ capabilities to serve our clients.

 

Job Responsibilities

 

As a Call Center Operator, you will:

  • Conduct Intake calls for all client phone lines and Operator call analyses functions as directed by the SOP and call center leadership
  • Establish relationships with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assessing caller concerns.
  • Be responsible for making database and manual queries related to individuals in client detention or other persons in immigration proceedings received
  • Log relevant call information into a web-based case management or CRM system.
  • Access third-party telephonic interpreter service provided by client, when appropriate
  • Provide back-up to the HQ Entry level Data Analyst to process entry level data entry and analysis for any Intake mailboxes when needed.

Basic Qualifications

  • U.S. Citizenship is required.
  • Active Secret Clearance preferred; however must be eligible to obtain and maintain a Secret Clearance
  • Bachelor’s Degree and two years of related experience; or an Associate’s Degree with three years of related experience; or five years of related experience if no degree
  • Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent) Spanish and English required. Detailed information regarding the Interagency Language Roundtable Scale Descriptions can be found at the following website: http://www.govtilr.org/skills/ILRscale2.htm
  • Intermediate skills in Microsoft Excel, and Word
  • 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.

 

Additional Qualifications

  • Law enforcement experience or experience in interpreting and applying immigration law

Company Overview

 

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of client’s opportunities in the evolving world of cloud and digital platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 200,000 team members in over 40 countries. The Group reported 2017 global revenues of EUR 12.8 billion. Capgemini Government Solutions, LLC (Capgemini GS) is a subsidiary of Capgemini focused on providing high quality services to the U.S. Federal Government. Learn more about us at www.capgemini-gs.com.


Capgemini has an entrepreneurial environment that embodies the following values: Honesty, Boldness, Trust, Freedom, Team Spirit, Modesty, and Fun. We offer a competitive benefits package to our employees.

 

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

 

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