Field Representative Lead

Req ID: 331824 

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 Field Representative Lead to join our team in San Juan, Puerto Rico (US-PR), United States (US).

Overview of job:

The Field Representative Lead and Contact Center Oversight position will serve as a key resource in supporting the Process Reengineering initiative for PRMP. This role is responsible for ensuring effective coordination between field operations, customer service teams, and business process transformation efforts. The position will play a critical part in assessing operational readiness, ensuring consistent application of new processes, and providing frontline insights to support successful implementation and adoption of redesigned business workflows.

Job Responsibilities Include:

• Provide leadership and oversight for field representatives and contact center operations to ensure alignment with process reengineering objectives and service delivery standards.
• Coordinate and oversee field-level assessments of current business processes, capturing operational challenges, stakeholder feedback, and improvement opportunities.
• Collaborate with the PRE team to translate redesigned processes into field-ready and contact center-ready workflows.
• Monitor contact center and field team adherence to new procedures, service protocols, and customer interaction standards throughout the reengineering lifecycle.
• Identify, document, and escalate operational issues encountered during process transitions and propose actionable solutions.
• Facilitate the implementation of training and knowledge transfer for field representatives and contact center staff on reengineered processes, systems, and service protocols.
• Ensure field representatives and contact center teams maintain compliance with internal policies, regulatory requirements, and customer service standards.
• Act as a primary point of contact for field and contact center-related concerns within the PRE initiative.
• Promote continuous feedback loops between field teams, contact center staff, and the PRE project team to support sustainable process improvements.

Basic Qualifications:

• A minimum of five (5) years of demonstrated experience providing leadership in field operations and contact center oversight for a State Medicaid Agency (SMA), a large healthcare provider management organization of a similar size, or an organization of comparable size with complex operational environments.
• A minimum of three (3) years of demonstrated experience supporting or leading operational transformation, process reengineering, or service delivery optimization initiatives.
• Strong knowledge of Medicaid eligibility processes, including policy, determinations, and enrollment.
• A minimum of a bachelor’s degree or a minimum of four (4) years of related experience
• Must demonstrate fluency in Puerto Rican Spanish and English, including the ability to read, write, and communicate clearly and accurately. 

Preferred Skills:

• Knowledge of industry-recognized customer service frameworks, contact center operations, and process improvement methodologies, including Lean, Six Sigma, or equivalent best practices.
• Strong problem-solving, teamwork and customer service skills

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $51,192- $60,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. 
This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long te