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Call Center Manager

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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 Manager will lead the call center operations, focusing on performance monitoring, quality assurance, and human resource management. Candidates should have a bachelor's degree and at least five years of relevant experience. Proficiency in CRM tools and Microsoft Office is essential. The role involves preparing performance reports and ensuring high-quality customer service.

Job Responsibility:

  • Works with the PM 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
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees
  • administering scheduling systems
  • communicating job expectations
  • planning, monitoring, appraising, and reviewing job contributions
  • planning and reviewing compensation actions
  • enforcing policies and procedures
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
  • Accomplishes organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
  • Maintains communications with Call Center supervisor staff in addition to personnel at Headquarters to create and maintain efficient process
  • address emerging technical and administrative issues
  • and maintain situational awareness of issues affecting call responses
  • Interfaces with COR as required to meet the contract requirements
  • Ensures Quality Assurance metrics are in place and facilitate proper reporting to the government
  • Ensure all Call Center SOPs are updated as needed and SOPs are created for any new programs or lines of business
  • Additional duties as assigned by the COR associated with the Call Center

Requirements:

  • 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

Nice to have:

  • Prior law enforcement or immigration related experience
  • 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
  • Proficiency in Microsoft Office Programs

Additional Information:

Job Posted:
January 24, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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