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Call Center Supervisor

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NTT DATA

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Location:
United States , Nashville

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

We are currently seeking a Call Center Supervisor to join our team in Nashville, Tennessee (US-TN), United States (US).

Job Responsibility:

  • Works with the call center manager to determine call center operational strategies by conducting needs assessments, performance reviews, and capacity planning.
  • 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.

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 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.

Additional Information:

Job Posted:
April 23, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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