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Call Center Agent

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NTT DATA

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Location:
United States , Nashville

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Call Center Agent role requires a minimum of 3 years of experience in customer service and data analysis. Candidates should possess strong skills in Tableau, CRM tools, and predictive analysis. A high school diploma is required, while a bachelor's degree is preferred. Excellent communication skills and the ability to work independently are essential for success in this position.

Job Responsibility:

  • Apply fundamental concepts, processes, practices, and procedures on technical assignments
  • Conduct analytical trends, volume, demographics, and operator metrics to support enforcement and removal
  • Develops analytics to identify trend lines across multiple data sources
  • Examine and evaluate existing business practices and systems and make recommendations in order to create greater efficiencies and streamline operations, while maintaining or increasing compliance rates
  • Log all information into a web-based case management system
  • Work cases and develops summaries of cases
  • Enters Center center and agency related information into the Tableau business intelligence and analytics database
  • Understands and use predictive analysis and tools to forecast, employ business analytics (including an enhanced ability to quantify and qualify data) and conduct operational research to identify and recommend optimal or near-optimal solutions to complex challenges
  • All aspects of using RAD applications include CRM software tools
  • Experience designing process maps and workflow details
  • Provides statistical analysis, and ad-hoc reporting as required using the Tableau analytics database
  • Provides technical writing and editing support
  • Provides ad-hoc data gathering and analysis

Requirements:

  • High School diploma or GED certification
  • Minimum 3 years of experience in responding to requests for information, conducting searches in government databases, and developing concise summaries with decision points under tight deadlines
  • Minimum 3 years of experience working with ServiceNow as an end-to-end CMS
  • Ability to obtain a Public Trust

Nice to have:

  • Undergraduate degree/bachelor's degree
  • Excellent reading comprehension, writing and communication skills
  • Ability to conduct in-depth policy research, quantify the information and produce qualitative and quantitative reports
  • Ability to work independently and to manage and prioritize multiple work assignments
  • Law enforcement experience or experience in interpreting and applying immigration law is preferred
  • Knowledge and experience working with RAD Apps
  • to include CRM tools
  • Ability to provide quantitative and qualitative analysis, critical thinking and reasoning skills for programmatic output
  • The ability to read and comprehend documents in English and Spanish is preferred

Additional Information:

Job Posted:
February 14, 2026

Work Type:
Hybrid work
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