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NTT DATA North America · 1 month ago

Call Center Agent

Nashville, TN, US

Full-time

Hybrid

Mid Level

3+ years exp

NTT DATA North America is a leader in business and technology services, seeking a Call Center Agent to join their team. The role involves applying fundamental concepts to technical assignments, conducting analytical trends, and developing analytics to improve efficiency and compliance in operations.

ConsultingDigital MarketingInformation ServicesInformation TechnologyIT Management

No H1B

U.S. Citizen Only

Responsibilities

Apply fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision

Conduct analytical trends, volume, demographics, and operator metrics to support enforcement and removal

Develops analytics to identify trend lines across multiple data sources

Examine and evaluate existing business practices and systems and make recommendations in order to create greater efficiencies and streamline operations, while maintaining or increasing compliance rates

Log all information into a web-based case management system

Work cases and develops summaries of cases

Enters Center center and agency related information into the Tableau business intelligence and analytics database

Understands and use predictive analysis and tools to forecast, employ business analytics (including an enhanced ability to quantify and qualify data) and conduct operational research to identify and recommend optimal or near-optimal solutions to complex challenges. The vendor will identify, understand, and provide business analytics by conducting quantitative and qualitative analysis on the data from the various programs that have cross-points with the Call Center

All aspects of using RAD applications include CRM software tools

Experience designing process maps and workflow details

Provides statistical analysis, and ad-hoc reporting as required using the Tableau analytics database

Provides technical writing and editing support

Provides ad-hoc data gathering and analysis

Qualification

ServiceNowTableauBusiness analyticsCRM softwareQuantitative analysisReading comprehensionSpanish languageTechnical writingCommunication skillsCritical thinking

Required

High School diploma or GED certification

Minimum 3 years of experience in responding to requests for information, conducting searches in government databases, and developing concise summaries with decision points under tight deadlines

Minimum 3 years of experience working with ServiceNow as an end-to-end CMS

Ability to obtain a Public Trust