Call Center - Team Lead
NTT DATA, Inc., Chicago, IL, United States
Call Center – Team Lead, Chicago, IL
We are currently seeking a Call Center – Team Lead to join our team in Chicago, Illinois.
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.
Coordinate with various departments to resolve escalated issues.
Provide feedback and coaching for continuous improvement.
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).
Compensation & 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 401k program with company match, and additional voluntary or legally‑required benefits.
Equal Employment Opportunity
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 would like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .
Nearest Major Market:
Chicago
Job Segment:
Call Center, Manager, Quality Assurance, Consulting, Sales, Management, Technology
#J-18808-Ljbffr
We are currently seeking a Call Center – Team Lead to join our team in Chicago, Illinois.
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.
Coordinate with various departments to resolve escalated issues.
Provide feedback and coaching for continuous improvement.
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).
Compensation & 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 401k program with company match, and additional voluntary or legally‑required benefits.
Equal Employment Opportunity
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 would like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .
Nearest Major Market:
Chicago
Job Segment:
Call Center, Manager, Quality Assurance, Consulting, Sales, Management, Technology
#J-18808-Ljbffr