Call Center Agent

NTT DATA•Nashville, TN

About The Position

Apply fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision. Conduct analytical trends, volume, demographics, and operator metrics to support enforcement and removal. Develops analytics to identify trend lines across multiple data sources Examine and evaluate existing business practices and systems and make recommendations in order to create greater efficiencies and streamline operations, while maintaining or increasing compliance rates. Log all information into a web-based case management system. Work cases and develops summaries of cases Enters Center center and agency related information into the Tableau business intelligence and analytics database. Understands and use predictive analysis and tools to forecast, employ business analytics (including an enhanced ability to quantify and qualify data) and conduct operational research to identify and recommend optimal or near-optimal solutions to complex challenges. The vendor will identify, understand, and provide business analytics by conducting quantitative and qualitative analysis on the data from the various programs that have cross-points with the Call Center. All aspects of using RAD applications include CRM software tools. Experience designing process maps and workflow details. Provides statistical analysis, and ad-hoc reporting as required using the Tableau analytics database. Provides technical writing and editing support. Provides ad-hoc data gathering and analysis.

Requirements

High School diploma or GED certification.
Minimum 3 years of experience in responding to requests for information, conducting searches in government databases, and developing concise summaries with decision points under tight deadlines.
Minimum 3 years of experience working with ServiceNow as an end-to-end CMS.
Ability to obtain a Public Trust.
Excellent reading comprehension, writing and communication skills.
Ability to conduct in-depth policy research, quantify the information and produce qualitative and quantitative reports.
Ability to work independently and to manage and prioritize multiple work assignments.
Knowledge and experience working with RAD Apps; to include CRM tools.
Ability to provide quantitative and qualitative analysis, critical thinking and reasoning skills for programmatic output
The ability to read and comprehend documents in English and Spanish is preferred.

Nice To Haves

Undergraduate degree/bachelor's degree.
Law enforcement experience or experience in interpreting and applying immigration law is preferred.
The ability to read and comprehend documents in English and Spanish is preferred.

Responsibilities

Conduct analytical trends, volume, demographics, and operator metrics to support enforcement and removal.
Develop analytics to identify trend lines across multiple data sources
Examine and evaluate existing business practices and systems and make recommendations in order to create greater efficiencies and streamline operations, while maintaining or increasing compliance rates.
Log all information into a web-based case management system.
Work cases and develops summaries of cases
Enters Center center and agency related information into the Tableau business intelligence and analytics database.
Understands and use predictive analysis and tools to forecast, employ business analytics (including an enhanced ability to quantify and qualify data) and conduct operational research to identify and recommend optimal or near-optimal solutions to complex challenges.
The vendor will identify, understand, and provide business analytics by conducting quantitative and qualitative analysis on the data from the various programs that have cross-points with the Call Center.
All aspects of using RAD applications include CRM software tools.
Experience designing process maps and workflow details.
Provides statistical analysis, and ad-hoc reporting as required using the Tableau analytics database.
Provides technical writing and editing support.
Provides ad-hoc data gathering and analysis.