Contact Center Manager - Business Contact Center

Job Description

Req ID: 303228

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 Contact Center Manager - Business Contact Center to join our team in Chicago, Illinois (US-IL), United States (US).

We seek an experienced Contact Center Manager with a demonstrated understanding of customer service and contact center management tools and processes (e.g. ACD, Digital, ITSM tools, CRM applications, Reporting, etc.). This person will oversee contact center operations ensuring high levels of customer satisfaction and fulfillment of client needs, champions the success of all performance and SLA goals and fosters a quality driven culture.

The Contact Center Manager is responsible for:

• Monitor dashboards, workloads, service levels and assignments across customer contact channels.
• Assist staff with questions and customer issues being a point of reference and guidance in the department.
• Help to coordinate the resolution of urgent matters and escalations.
• Address employee relation issues including those pertaining to attendance, scheduling, productivity and performance.
• Service inbound calls and emails and place outbound calls when necessary to follow-up with customers.
• Promote positive employee and customer relations and maintain the highest standards of ethics, quality and service.
• Provide professional, customer centric service to external and internal customers.

TEAM SUPERVISION:

• Work closely with NTT DATA Management and the client’s management to ensure customer servicing issues are properly escalated and resolved.
• Monitor contact channel dashboards and reports ensuring that agents are adhering to set schedules, servicing their assigned workloads and being productive contributors of the team.
• Assist Management with various administrative processes pertaining to individual time keeping, attendance, performance reporting, scheduling, facilities, communications, department expectations, etc.
• Help onboard new staff to ensure that they are being provided with the tools and resources they need to get working successfully.
• Conduct periodic One on One coaching sessions with all assigned staff to discuss results and their experience.
• If needed or as instructed, conduct training sessions covering various departmental topics.
• Assist with, coordinate and supervise assigned special projects and tasks.

TEAM ASSISTANCE:

• Be a Subject Matter Expert and point of reference on departmental policies, procedures and processes.
• Handle escalated and/or complex complaints, disputes and inquiries received in accordance with policy.
• Ensure that staff receive assistance with their service issues and questions.
• Act as a liaison with NTT DATA and client’s departments, personnel and business units.

CUSTOMER SERVICE:

• Based on need, log into the ACD and/or email queue to be available to service customers.
• Maintain contact with customers via phone, email, fax and business correspondence.
• Explain and administer company policies and procedures pertaining to the servicing of accounts.
• Communicate effectively with internal and external customers, determining corrective action to ensure customer satisfaction.
• Respond to all assigned customer correspondence and voicemails in a timely manner.

Basic Qualifications:

• Minimum of three years’ experience in a customer service and/or call center role dealing with the public
• Minimum of three years’ experience with Microsoft Word, Excel and CMS/CRM applications
• High school diploma or GED required

Preferred Skills:

• Experience working in a billing and account related service role

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA endeavors to make https://us.nttdata.com 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 https://us.nttdata.com/en/contact-us. 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.

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