Call Center - Team Lead
NTT America, Inc., Chicago, IL, United States
Job Description
Serves as backup 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 to address and resolve customer inquiries and issues
Provides guidance and support to team members, ensuring productivity targets are met
Monitors and reports on key performance indicators to Leadership
Supports FPC related issues via CIT, including MIMO processing/completing
Organizes and maintains records of CIT/WET efforts
Ensures compliance with document retention policies, if applicable
Facilitates clear and timely communication within the team
Relays updates on policies, procedures, and applicable changes
Supports other Utility-Billing Supervisor escalations when needed
Acts as a liaison between teams and the client
Contributes to the development and delivery of applicable training programs for new and existing team members
Ensures team members are up to date on the latest policies and procedures
Conducts regular training assessments and adjusts programs as needed
Presents findings to leadership for strategic decision‑making
Implements escalation processes
Coordinates with various departments to resolve escalated issues
Provides 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
Fluency in English (written and verbal)
Compensation and Benefits
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 401(k) program with company match, and additional voluntary or legally-required benefits.
EEO Statement
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 (http://us.nttdata.com/en/compliance#eeos). If you'd like more information on your EEO rights under the law, please click here (http://us.nttdata.com/en/compliance#know-your-rights). For Pay Transparency information, please click here (http://us.nttdata.com/en/compliance#ppnp).
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Serves as backup 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 to address and resolve customer inquiries and issues
Provides guidance and support to team members, ensuring productivity targets are met
Monitors and reports on key performance indicators to Leadership
Supports FPC related issues via CIT, including MIMO processing/completing
Organizes and maintains records of CIT/WET efforts
Ensures compliance with document retention policies, if applicable
Facilitates clear and timely communication within the team
Relays updates on policies, procedures, and applicable changes
Supports other Utility-Billing Supervisor escalations when needed
Acts as a liaison between teams and the client
Contributes to the development and delivery of applicable training programs for new and existing team members
Ensures team members are up to date on the latest policies and procedures
Conducts regular training assessments and adjusts programs as needed
Presents findings to leadership for strategic decision‑making
Implements escalation processes
Coordinates with various departments to resolve escalated issues
Provides 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
Fluency in English (written and verbal)
Compensation and Benefits
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 401(k) program with company match, and additional voluntary or legally-required benefits.
EEO Statement
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 (http://us.nttdata.com/en/compliance#eeos). If you'd like more information on your EEO rights under the law, please click here (http://us.nttdata.com/en/compliance#know-your-rights). For Pay Transparency information, please click here (http://us.nttdata.com/en/compliance#ppnp).
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