Call Center Manager at NTT DATA, Inc. Nashville, TN

NTT DATA is seeking a Call Center Manager to lead operations in Nashville, Tennessee (US-TN).

Responsibilities

• Works with the PM to determine call center operational strategies by conducting needs assessments, performance reviews, and capacity planning.
• Establish technical specifications, productivity, quality, and customer‑service standards; contribute information and analysis to organizational strategic plans and reviews.
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing action plans, completing system audits and analyses, managing system and process improvements, and quality assurance programs.
• Accomplish 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.
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
• Accomplish organizational goals by accepting ownership for new and different requests, exploring opportunities to add value.
• Maintain communications with call center supervisor staff and Headquarters to create and maintain efficient processes, address emerging technical and administrative issues, and maintain situational awareness of issues affecting call responses.
• Interface with the COR as required to meet contract requirements.
• Ensure quality assurance metrics are in place and facilitate proper reporting to the government.
• Ensure all Call Center SOPs are updated as needed and create SOPs for any new programs or lines of business.
• Perform additional duties as assigned by the COR associated with the Call Center.

Qualifications

• 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.
  • Knowledge and experience working with RAD Apps, including CRM tools.
  • Excellent reading comprehension, writing and communication skills, including the ability to effectively communicate with personnel of various backgrounds.
  • Proficiency in Microsoft Office programs.

NTT DATA is an equal‑opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.