NTT DATA North America · 1 month ago
Call Center Manager
Nashville, TN, US
Full-time
Onsite
Mid, Senior Level
5+ years expNTT DATA is a business and technology services leader committed to accelerating client success through responsible innovation. They are seeking a Call Center Manager to oversee call center operations, improve performance, and manage human resources within the team.
ConsultingDigital MarketingInformation ServicesInformation TechnologyIT Management
No H1B
U.S. Citizen Only
Responsibilities
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
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
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
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
Accomplishes organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
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
Interfaces with COR as required to meet the contract requirements
Ensures Quality Assurance metrics are in place and facilitate proper reporting to the government
Ensure all Call Center SOPs are updated as needed and SOPs are created for any new programs or lines of business
Additional duties as assigned by the COR associated with the Call Center
Qualification
Required
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
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
Company
NTT DATA North America
NTT DATA, Inc. is a trusted global innovator of business and technology services.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
John Barr
Vice President - Insurance Strategy
Recent News
2025-12-05
Company data provided by crunchbase