Call Center Supervisor

Req ID: 351021 

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 Supervisor to join our team in Nashville, Tennessee (US-TN), United States (US).

Duties to include but not limited to the following:

• Works with the call center manager 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.
• Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assess caller concerns.
• Responsible for making databases and manual queries related to individuals encountered by client or other persons in immigration proceedings received when necessary.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
• Maintains communications with the call center manager regarding Call Center staff.
• Addresses emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses and the Call Center.
• Ensures QA metrics are in place and facilitate proper reporting to the government.
• Supervises the call center operator analysts, maintain staffing schedules and managing daily operations.
• Stands ready to answer incoming calls in a timely manner from detention facilities and other stakeholders if needed during any surge in incoming call volume.
• Assists the manager in ensuring all Call Center SOPs are updated as needed and SOPs are created for any new programs or lines of business.
• Possess multi-year experience working with ServiceNow as an end-to-end CMS.
• Additional duties as assigned by the COR in association with the Call Center.

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 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.

About NTT DATA

NTT 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, https://us.nttdata.com/en/contact-us.

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.