Senior Operations Manager

2 days ago


Chicago, Illinois, United States NTT DATA Full time

NTT DATA, a $30 billion global innovator of business and technology services, is seeking an experienced Senior Operations Manager to lead our Application Processing Team in Chicago. With over 75% of Fortune Global 100 companies as clients, we offer a unique opportunity for growth and innovation.

About the Role

We are looking for a seasoned call center manager with expertise in team management, quality assurance, training, and process optimization. As a Senior Operations Manager, you will oversee the end-to-end application processing workflow, ensuring timely and accurate responses. You will also be responsible for mentoring a team of application processors and written correspondence customer service operations.

Key Responsibilities:
  1. Manage and mentor a team of application processors daily operations, providing training and support to enhance their skills and performance.
  2. Oversee the end-to-end application processing workflow, ensuring timely and accurate processing of applications.
  3. Monitor SLA performance for compliance and drive to achieve SLA targets on a monthly basis.
  4. Implement quality control measures to maintain high standards of accuracy and compliance in all processed applications and customer correspondences.
Requirements:
  • 6 years' Call Center managerial experience
  • 4 years' experience in Call Quality Assurance
  • 4 years' experience in Training Management
  • 4 years' experience in QM processes and technology
  • Must reside in the Chicago area
What We Offer:
  • A competitive salary range of $85,000 - $110,000 per year, based on experience and qualifications.
  • Ongoing training and development opportunities to enhance your skills and career.
  • A dynamic and inclusive work environment that fosters collaboration and innovation.


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