Call Center Agent

Call Center Data Analyst at NTT DATA North America

Req : 351016

Location:

Nashville, Tennessee (US-TN), United States (US).

Seniority level:
Mid-Senior level

Employment type:

Full-time

We are seeking a Call Center Data Analyst to join our team in Nashville, Tennessee. The role involves:

• Apply fundamental concepts, processes, practices, and procedures on technical assignments.
• Conduct analytical trends, volume, demographics, and operator metrics to support enforcement and removal.
• Develop analytics to identify trend lines across multiple data sources.
• Examine and evaluate existing business practices and systems to recommend efficiencies and streamline operations while maintaining or increasing compliance rates.
• Log all information into a web‑based case management system.
• Work cases and develop summaries of cases.
• Enter center and agency related information into the Tableau business intelligence and analytics database.
• Use predictive analysis and tools to forecast, employing business analytics and conduct operational research to recommend optimal or near‑optimal solutions.
• All aspects of using RAD applications including CRM software tools.
• Design process maps and workflow details.
• Provide statistical analysis and ad‑hoc reporting using the Tableau analytics database.
• Provide technical writing and editing support.
• Provide ad‑hoc data gathering and analysis.

Basic Qualifications:

• High School diploma or GED certification.
• Minimum 3 years of experience 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.

Preferred Qualifications:

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

About NTT DATA: 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 invest over $3 billion each year in R&D and are a Global Top Employer with experts in more than 50 countries.

NTT DATA endeavors to make  accessible to any and all users. If you need assistance completing the application process, please contact us at  This contact information is for accommodation requests only. 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.

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