Call Center Analyst

NTT DATA • Chicago, IL

1d

About The Position

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 Call Center Analyst to join our team in Chicago, Illinois (US-IL), United States (US).
Job Description
Serves as back-up to the Service Center Manager including all related In-person escalations (General billing, FPC, UBR, etc.)
Oversees the day-to-day operations of the CIT/WET team
Facilitates CIT/WET meetings, reporting, follow-ups, and coordinating with other departments addressing and resolving customer inquiries and issues
Provide guidance and support to team members, ensuring productivity targets are met
Monitor and report on key performance indicators to Leadership
Support FPC related issue via CIT including MIMO, processing/completing
Organize and maintain records of CIT/WET efforts
Ensure compliance with document retention policies if applicable.
Facilitate clear and timely communication within the team
Relay updates on policies, procedures, and applicable changes.
Supports other Utility-Billing Supervisor escalations when needed
Act as a liaison between teams and client
Contributes to the development and delivery of applicable training programs for new and existing team members.
Ensure team members are up to date on the latest policies and procedures.
Conducts regular training assessments and adjust programs as needed.
Present findings to leadership team for strategic decision-making.
Implement escalation processes.
Coordinate with various departments to resolve escalated issues.
Provide feedback and coaching for continuous improvement.

Requirements

• Minimum of 3 +years of experience in a contact center and/or customer service environment, including demonstrated familiarity with performance metrics related to Availability, Call Handling, and Quality Assurance.
• High school diploma or GED required.
• Language Requirement: Fluency in English (written and verbal).

Responsibilities

• Serves as back-up to the Service Center Manager including all related In-person escalations (General billing, FPC, UBR, etc.)
• Oversees the day-to-day operations of the CIT/WET team
• Facilitates CIT/WET meetings, reporting, follow-ups, and coordinating with other departments addressing and resolving customer inquiries and issues
• Provide guidance and support to team members, ensuring productivity targets are met
• Monitor and report on key performance indicators to Leadership
• Support FPC related issue via CIT including MIMO, processing/completing
• Organize and maintain records of CIT/WET efforts
• Ensure compliance with document retention policies if applicable.
• Facilitate clear and timely communication within the team
• Relay updates on policies, procedures, and applicable changes.
• Supports other Utility-Billing Supervisor escalations when needed
• Act as a liaison between teams and client
• Contributes to the development and delivery of applicable training programs for new and existing team members.
• Ensure team members are up to date on the latest policies and procedures.
• Conducts regular training assessments and adjust programs as needed.
• Present findings to leadership team for strategic decision-making.
• Implement escalation processes.
• Coordinate with various departments to resolve escalated issues.
• Provide feedback and coaching for continuous improvement.

Benefits

• 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 term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees