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Contact Center Manager

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Date: Jun 12, 2019

Location: Quincy, MA, US

Company: NTT DATA Services

Req ID: 50571 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Contact Center Manager to join our team in Quincy, Massachusetts (US-MA), United States (US).



In this role you will be responsible for:
• Managing inbound contact center to meet or exceed Service Level Agreements and customer satisfaction
• Providing supervision to a small or moderately sized team of operational and service, personnel.
• Administers policies and guidelines that directly affect team work activities.
• Establishes deadlines for completing assignments.
• Supervising a team who will generally perform multiple tasks and possess a variety of skills and/or knowledge.
• Oversees department to ensure goals are met and service levels adhere to established quality standards.
• Demonstrates highly developed leadership, interpersonal and client relationship skills.
• Resolves difficult and unique client questions and complaints, through resolution and closure.
• Provides direction regarding departmental policy and procedures
• Provides expertise and guidance on technical or procedural issues.
• Serves as liaison between staff, clients, leadership and various departments.


• Typically requires 6-8 years relevant experience.
• Strong influencing and communication skills.
• Strong client service skills and leadership capabilities.
• Strong analytical / problem solving skills.
• Includes 3-5 years managerial/ leadership experience.
• Experience managing mid-sized teams
• Experience managing in a real-time environment, preferably an inbound contact center
• Advanced influencing and communication skills.
• Advanced client service skills and leadership capabilities.
• Models very good analytical / problem solving skills.
• Excellent organizational and time management skills.
• Experience in budgeting, business financial and P&L skills


• Knowledge, understanding and application of project management principles and methodologies.
• Ability to participate in development of complex operational and strategic plans.
• Previous experience in a Healthcare related industry


Required schedule availability for this position is Monday–Friday 08:00am – 05:00pm EST. The shift can be changed as per client requirements. Additionally, resources may have to work extra hours and work weekends based on business requirements.


This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




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