Req ID: 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 Operations Manager to join our team in Nashville, Tennessee (US-TN), United States (US).Job Summary: The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring that all activities align with organizational objectives and performance standards. This role requires strong leadership, operational expertise, and the ability to manage resources effectively to deliver high-quality customer service and meet contractual obligations. The Call Center Manager provides technical advice and leadership assisting in development, implementation, and evaluation of call center core processes. Subject resolves conflicts and makes decisions related to problems presented by client Supervisors. The Call Center Manager will play a key role in developing strategies, managing staff, and implementing process improvements to enhance efficiency and performance.Job Duties:Operational Leadership:Manage and optimize call center operations to meet service level agreements (SLAs), quality standards, and key performance indicators (KPIs).Develop and implement operational strategies to improve efficiency and customer experience.Team Management:Lead, coach, and mentor call center supervisors and staff to foster a high-performance culture.Conduct regular performance reviews and provide actionable feedback.Workforce Planning:Oversee scheduling, forecasting, and staffing to ensure adequate coverage and resource utilization.Collaborate with HR for recruitment, training, and retention strategies.Process Improvement:Identify gaps in processes and implement solutions to enhance productivity and reduce costs.Drive automation and technology adoption to streamline workflows.Customer Experience:Monitor customer interactions and feedback to ensure service excellence.Develop initiatives to improve customer satisfaction and loyalty.Reporting & Analytics:Prepare and present operational reports, including performance metrics, trends, and improvement plans.Use data-driven insights to make informed decisions and forecast future needs.Basic Qualifications: Bachelor’s degreeMinimum 12 years of experience managing large, complex programs/projects. Minimum 5 years of experience overseeing operations at government or corporate sites.Ability to obtain a Public Trust clearance. Preferred Qualifications:Secret security clearanceNTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $110,625 - $184,375.
Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.About NTT DATANTT 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. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses.
If you are requested to provide payment or disclose banking information, please submit a contact us form, .NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.Posting Date:Department:Delivery NDFG -
Call Center Operations Manager in nashville at Unknown Company
This position is listed as contract and able to be worked remotely.