BPO Contact Center Associate Director

NTT DATA Services (formerly Dell Services) - Bowling Green, KY3.5

Full-time
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BPO Associate Director

Req ID: 48697

At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

NTT DATA Services currently seeks a BPO Associate Director to join our team in Bowling Green, Kentucky (US-KY), United States (US).

In this role you will be responsible for:

  • Managing inbound contact center to meet or exceed Service Level Agreements and customer satisfaction
  • Manages a staff of professional-level team members or manages a team through lower-level supervisors.
  • Works within general policies and management guidance, independently determining approach to managing daily operations
  • Provides guidance and technical advice, becoming actively involved as necessary.
  • Provides leadership of assigned departments through subordinate leaders.
  • Analyzes budget variances and participates in the development of action plans and adjustments.
  • Ensures the highest level of support, technical detail and communications is provided in an efficient and courteous manner to clients.
  • Maintaining client relationship, determining project scope, developing proposals, and making executive presentations.
  • Work with internal and external partners to achieve organizational, client, and department goals and objectives
  • Developing and Managing projects, engaging required stakeholders, and insuring deadlines are met.

Requirements:

  • Typically requires 10-12 years relevant experience.
  • Includes 3-5 years managerial/ leadership experience.
  • Experience managing large teams 70-90 total employees through subordinate management
  • Experience managing in a real-time environment, preferably an inbound contact center
  • Advanced influencing and communication skills.
  • Advanced client service skills and leadership capabilities.
  • Models excellent analytical / problem solving skills.
  • Excellent organizational and time management skills.
  • Experience in budgeting, business financial and P&L skills

Preferences:

  • Knowledge, understanding and application of project management principles and methodologies.
  • Ability to develop comprehensive and complex operational and strategic plans.
  • Previous experience in a Healthcare related industry

Required schedule availability for this position is Monday–Friday 08:00am – 05:00pm EST. The shift can be changed as per client requirements. Additionally, resources may have to work extra hours and work weekends based on business requirements.

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.

About NTT DATA Services

NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.

NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.

Job Type: Full-time

Experience:

  • Management: 3 years (Required)
  • Call Center expereince: 3 years (Required)
  • Budget Expereince: 3 years (Required)

Location:

  • Bowling Green, KY (Preferred)

Work authorization:

  • United States (Required)