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Customer Care Voice Associate

4 months ago

Providence, United States NTT DATA Full time

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 and for the people who work here.

For more than 25 years, NTT DATA Services have focused on impacting the core of your business operations with industry-leading outsourcing services and automation. With our industry-specific platforms, we deliver continuous value addition, and innovation that will improve your business outcomes. Outsourcing is not just a method of gaining a one-time cost advantage, but an effective strategy for gaining and maintaining competitive advantages when executed as part of an overall sourcing strategy.

NTT DATA Services currently seeks a Customer Service Associate to join our team on a hybrid basis in Providence, RI.

Team Management:

- Lead, Motivate, and supervise the a team of contact center agents.
- Provide coaching, guidance and performance feedback to ensure the team meets and exceeds performance targets.

Performance Monitoring:

- Monitor and analyze call center metrics, such as AHT, FCR, CSAT scores.
- Identify areas of improvement and implement strategies to optimize performance.

Reporting and Analysis:

- Generate and review regular reports on call center performance, trends, and key metrics. Analyze data to identify patterns, trends, and areas of improvement, and make data-driven decisions to drive performance and efficiency.

Customer Experience:

- Foster a customer-centric culture within the call center team.
- Implement initiatives to enhance the overall customer experience and address customer feedback and complaints effectively.

Cross functional Collaboration:

- Collaborate with other departments, such as IT, L&D, QA and oversight to ensure alignment of goals and objectives. Work closely with internal stakeholders to implement initiatives and projects that support overall business objectives.

**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.**

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly rate hybrid role is $25 hourly. This range reflects the maximum target compensation for the position across all US locations.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, 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