BPO SR Manager

At NTT DATA we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

Req ID: 15869  



 

Business Opportunity:  Oversee call center staff flexing from 150 - 350 staff in peak season.

 

Responsibilities:

Oversees department to ensure goals are met and service levels adhere to established quality standards. 

Demonstrates highly developed leadership, interpersonal and customer relationship skills.

Resolves difficult and unique customer questions and complaints, through resolution and closure.

Provides direction regarding departmental policy and procedures.

Provides expertise and guidance on technical or procedural issues.

Serves as liaison between staff, customers, leadership and various departments.

Strong influencing and communication skills.

Strong client service skills and leadership capabilities.

Strong knowledge, understanding and application of project management principles and methodologies.

Strong analytical / problem solving skills.

Strong budgeting, business financial and P&L skills.

Ability to develop operational and strategic plans
 

Required Skills for this role include:
 

10+ years of call center management experience that includes a staff of 5+ direct reports and 100+ total employees

10+ years of experience where you were responsible for setting standards and goals that met or exceeded company and client Service Level Agreements (SLAs).

5+ years of experience in a senior leadership role where you had to interact with external client stakeholders to plan and execute strategic initiatives.

5+ years of demonstrated experience developing and leading process improvement projects that drove operational efficiencies. 

This is a full-time salaried position with a group company within NTT DATA.  Please note, 1099 or corp-2-corp contractors will NOT be considered. This position is only available to those interested in direct staff employment opportunities.  We offer a full comprehensive benefits package that starts from your first day of employment.

Company
NTT Data, Inc.
Posted
04/06/2018
Type
Full time
Location
Oklahoma City, Oklahoma 73101, US