Call Center Agent

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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 Call Center Agent to join our team in Nashville, Tennessee (US-TN), United States (US).

• Apply fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision.
• Conduct analytical trends, volume, demographics, and operator metrics to support enforcement and removal.
• Develops analytics to identify trend lines across multiple data sources
• Examine and evaluate existing business practices and systems and make recommendations in order to create greater efficiencies and streamline operations, while maintaining or increasing compliance rates.
• Log all information into a web-based case management system.
• Work cases and develops summaries of cases
• Enters Center center and agency related information into the Tableau business intelligence and analytics database.
• Understands and use predictive analysis and tools to forecast, employ business analytics (including an enhanced ability to quantify and qualify data) and conduct operational research to identify and recommend optimal or near-optimal solutions to complex challenges. The vendor will identify, understand, and provide business analytics by conducting quantitative and qualitative analysis on the data from the various programs that have cross-points with the Call Center.
• All aspects of using RAD applications include CRM software tools.
• Experience designing process maps and workflow details.
• Provides statistical analysis, and ad-hoc reporting as required using the Tableau analytics database.
• Provides technical writing and editing support.
• Provides ad-hoc data gathering and analysis.

• High School diploma or GED certification.
• Minimum 3 years of experience in responding to requests for information, conducting searches in government databases, and developing concise summaries with decision points under tight deadlines.
• Minimum 3 years of experience working with Service Now as an end-to-end CMS.
• Ability to obtain a Public Trust.

• Excellent reading comprehension, writing and communication skills.
• Ability to conduct in-depth policy research, quantify the information and produce qualitative and quantitative reports.
• Ability to work independently and to manage and prioritize multiple work assignments.
• Law enforcement experience or experience in interpreting and applying immigration law is preferred.
• Knowledge and experience working with RAD Apps; to include CRM tools.
• Ability to provide quantitative and qualitative analysis, critical thinking and reasoning skills for programmatic output
• The ability to read and comprehend documents in English and Spanish is preferred.

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future.

As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may…