Call Center Analyst

Req ID: 367706

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.
  
  

Minimum 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).
  
  

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $49,456 – $74,184. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. 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.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.