ERO Contact Center of Operations (ECCO)

The scope of this task order is professional support services and disciplines to conduct call center operations at ERO Contact Center of Operations located in Irvine California. Telephonic responsibilities include: 1) answering calls received into the ECCO in a professional and timely manner; 2) recording summaries of caller information, concerns/issues raised, information presented to caller, and call resolution for review by ICE headquarters staff; 3) responding to callers inquiries; and 4) elevating urgent issues to ICE HQ Officers and ECCO staff, when appropriate. Non-telephonic responsibilities include: 1) regularly monitoring internal systems for incoming cases and requests; 2) tracking all cases in case management system; 3) conducting searches for relevant information using internal IT systems and compiling data into summaries for federal staff review; and 4) advising federal staff on case statuses. SeviceNow reporting and data capabilities.