Req ID: 303229

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Contact Center Manager - Parking to join our team in Chicago, Illinois (US-IL), United States (US).

Overview:

We seek an experienced Contact Center Manager with a demonstrated understanding of customer service and contact center management tools and processes (e.g. ACD, Digital, ITSM tools, CRM applications, Reporting, etc.). The selected candidate will oversee contact center operations ensuring high levels of customer satisfaction and fulfillment of client needs, champions the success of all performance and SLA goals and fosters a quality driven culture. The Contact Center Manager is responsible for:

• Ensures high quality, consistent first-level customer support for various contacts and applications used by external and internal client users including management against contractually-based Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Implements and manages operational policies, processes, and protocols to support the organization's broader goals, such as enhancing public service efficiency, increasing citizen satisfaction, and ensuring regulatory compliance.
• Serves as a point of reference for staff, providing guidance on customer issues and coordinating the resolution of urgent matters and escalations.
• Fosters positive employee and customer relations while upholding the highest standards of ethics, quality, and service.
• Performs other duties in line with Utility Billing and Customer Service and NTT DATA policies, as well as all local and state regulations.

1. Monitor contact channel dashboards, queues and contact/skills-based routing
2. Monitor and assess operational and individual performance across functions and teams
3. Conduct "deep dives" into metrics and processes to develop strategies for enhancement and improvement of the operation
4. Provide standardized and ad hoc reports to leadership and create custom reports for agent productivity across all workloads and channels. Data will encompass critical metrics that may include total contacts/tasks serviced, call handling details, availability/unavailability, adherence to schedule, and other metrics deemed necessary by leadership or the client
5. Oversee all call center activities and people ensuring that customer service interactions and tasks are properly resolved, escalated and handled according to established guidelines and client expectations and all Service Level Agreements
6. Oversee the Workforce Management system, including scheduling for teams and individuals, and ensuring adherence to assigned schedules across all areas
7. Hire and coach staff; ensure new team members onboard successfully and are equipped with the tools and resources needed for successful performance and customer service
8. Manage administrative tasks related to timekeeping and attendance, approve time-off requests, and track individual attendance and time balances in all systems
9. Address employee relations issues including Attendance, Performance, Quality, and Conduct and implement corrective action and Performance Improvement Plans as needed
10. Handle escalated and complex customer complaints, disputes, and inquiries in line with company policies, based on client requests and per established policy and protocol. Maintain proper contact with customers via phone, email, and business correspondence.
11. Serve as a Subject Matter Expert and reference for departmental policies, procedures, and processes.
12. Ensure remote and onsite staff receive the necessary support for their respective servicing challenges and needs.
13. Ensure that staff are always compliant with project technical requirements while helping to facilitate NTT, subcontractor and client technical needs.
14. Ensure that all staff are in adherence with all the company and project compliance training including the annual Global Code of Conduct and Information Security Policy.
15. Ensure proper solutions and knowledge management best practices are followed, and integrate Continual Service Improvement processes to continually refine and improve Contact Center performance
16. Conduct one-on-one coaching sessions with staff to discuss their performance and experiences.
17. Conduct training sessions on various departmental topics as needed or directed.
18. Communicate effectively with internal and external customers determining corrective action to ensure customer satisfaction.
19. Respond to all assigned customer correspondence and voicemails in a timely manner.
20. Act as a liaison with NTT DATA and City of Chicago departments, personnel, and business units.

• 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.