Job Description

Call Center Manager

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 Manager to join our team in Nashville, Tennessee (US-TN), United States (US). Duties to include but not limited to the following:

1. Works with the PM to determine call center operational strategies by conducting needs assessments, performance reviews, and capacity planning. Establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
2. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
3. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
4. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
5. Accomplishes organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
6. Maintains communications with Call Center supervisor staff in addition to personnel at Headquarters to create and maintain efficient process; address emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses.
7. Interfaces with COR as required to meet the contract requirements.
8. Ensures Quality Assurance metrics are in place and facilitate proper reporting to the government.
9. Ensure all Call Center SOPs are updated as needed and SOPs are created for any new programs or lines of business.
10. Additional duties as assigned by the COR associated with the Call Center.

Basic Qualifications:

• Bachelor's degree and five years of experience; or a master's degree with four years of experience; or an associate degree with eight years of related experience; or 10 years of related experience with no degree.
• Minimum 5 years of experience in responding to requests for information and searching automated systems for data.
• Ability to obtain a Public Trust.

Preferred Qualifications:

• Prior law enforcement or immigration related experience is preferred.
• Knowledge and experience working with RAD Apps; to include CRM tools.
• Excellent reading comprehension, writing and communication skills that include the ability to effectively communicate with personnel of various backgrounds.
• Proficiency in Microsoft Office Programs.

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.

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