Customer Care senior Associate

Req ID: 276256 

NTT DATA Services 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.

NTT DATA Services currently seeks a BPO Team Lead to join our team on a hybrid basis in Providence, RI.

Team Management:Lead, Motivate, and supervise the a team of contact center agents. Provide coaching, guidane and performance feedback to ensure the team meets and exceeds performance targets   
Perfomance Monitoring-Monitor and analyze call center metrics, such as AHT, FCR, CSAT scores. Identify areas of improvement and implement strategies to optimize performance
Reporting and Analysis: Generate and review regular reports on call center performance, trends, and key metrics. Analuze data to identify patterns, trends, and areas of improvement, and make data-driven decisions to drive performance and efficiency. 
Customer Experience: Foster a customer-centric culture within the call center team. Implement initiatives to enhance the overall customer experience and address customer feedback and compliants effectively.   
Cross functional Collaboration: Collaborate with other departments, such as IT, L&D, QA and oversight to ensure alignment of goalsand objectives. Work closely with internal stakeholders to implement initiatives and projects that support overall business objectives.     

About NTT DATA 

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly rate hybrid role is $25 hourly. This range reflects the maximum target compensation for the position across all US locations.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.