Global Call Center Director

NTT DATA Services   •  

Providence, RI

Industry: Professional, Scientific & Technical Services

  •  

8 - 10 years

Posted 43 days ago

This job is no longer available.

NTT DATA Services currently seeks a Global Call Center Director to join our team in Providence, Rhode Island (US-RI), United States (US).

In this role you will be responsible for:

  • Manage various Call Center segments and client projects concurrently, overseeing 200+ people between our East Providence, RI site and our overseas Call Center in Manila, Philippines.
  • Manage Call Center operational activities to achieve target output and quality metrics set by client.
  • Ensure proper staffing levels across segments and projects.
  • Ensure agent training programs are successfully implemented and achieve client and internal performance standards.
  • Manage relationship with client in area of functional expertise. Speak comfortably on reporting, analytics, and the success we are delivering tied to client service level agreements.
  • Analyze and identify opportunities to improve the caller experience and client satisfaction through trends analysis, process improvements, automation and technology.
  • Manage and motivate team members. Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback.
  • Provide leadership, direction, coaching, and feedback in person and remotely.

Requirements for this role include:

  • You MUST have experience managing call centers and overseeing at least 100 employees.
  • BA/BS required, preferably in Business Administration, Finance, Operations, Supply Chain.
  • 10 years of progressive contact center management experience.
  • Exceptional skills to influence in indirect, matrix-based, and virtual environments.
  • Strong leadership skills to drive key performance metrics with a strong focus on quality and customer satisfaction.
  • Think strategically and translate objectives into action plans, anticipate risks and shift course to drive outcomes.
  • Manage multiple projects and deadlines simultaneously and not be afraid to ‘roll-up your sleeves’ and take on day-to-day tasks, providing additional support where necessary to deliver world-class customer service.

Preferences:

  • Experience managing client relationships at all levels of an organization.
  • Familiarity with medical and insurance-related terminology.
  • Broad understanding of industry-applicable laws and regulations (e.g. HIPAA)
  • Candidate must pass a comprehensive background check, drug screening and not be excluded from participation in federal or state health care programs, including but not limited to Medicare.

Minimum Qualifications:

  • 5+ Years of Call Center Management Experience with 100+ employees

Req ID: 46372