BPO Supervisor

Req ID: 336796

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 BPO Supervisor to join our team in Chicago, Illinois (US-IL), United States (US).

RESPONSIBILITIES:

• The Customer Service Supervisor is an on-site job position. Remote work is not an option because it requires face-to-face support of the on-site teams and with on-site customers
• The Customer Service Supervisor is responsible for ensuring customer satisfaction.
• Supervises the daily operations of the In-Person teams
• Supervises and mentors daily operations, providing training and support to enhance their skills and performance.
• Reports to the Application and Customer Support Manager, suggesting methods and strategies to
• provide better customer service
• Making weekly and monthly reports (customer contacts, agent productivity and performance, etc.)
• Works with, collaborates with, both company leadership and client executives
• Promote teamwork and a positive working environment
• Supervises customer service teams as they interact with the customers on billing questions,
• disputes, application support, and other inquiries
• Assist staff in better handling customer issues and problems
• Follow up with staff to ensure that complaints are resolved quickly and effectively
• Enter data related to billing accounts, application requests, and any other supporting tools
• Ensure all team data entries are entered correctly
• Ensure all reporting is accurate
• Serve as primary Supervisor escalation support for all In-person customers
• Serves as additional Supervisor escalation support for additional outreach needs from other channels (Calls, Written Correspondence, Client requests, etc.)
• Oversee the staff, provide guidance, and assists with disciplinary action as necessary
• Provides Performance Evaluations
• Provide guidance and support to team members, ensuring productivity targets are met.
• Monitor and report on key performance indicators.
• Organize and maintain records of customer processed applications.
• Ensure compliance with document retention policies.
• Facilitate clear and timely communication within the team.
• Relay updates on policies, procedures, and changes in client requirements.
• Assists with the develop and delivery of training programs for new and existing team members.
• Ensure team members are up to date on the latest policies and procedures.
• Conduct regular training assessments and adjust programs as needed.
• Generate regular reports on in-person metrics (customer contacts, agent performance, adherence to schedule, etc.)
• Present findings to leadership team for strategic decision-making.
• Coordinate with various departments to resolve escalated issues.
• As needed, review and verify incoming applications for completeness and accuracy to help the team.
• Ensure all required documents are attached and meet established guidelines.
• Input data into relevant systems with a high level of accuracy and gather all supporting documentation, as required.
• Communicate with applicants to obtain missing or additional information.
• Conduct thorough audits of processed applications to ensure adherence to quality standards.
• Provide feedback and coaching to the In-Person team for continuous improvement.

BASIC QUALIFICATIONS:

• A minimum of 5 years of customer service, real estate , sales experience, or serving the public
• A minimum of 5 years of job experience handling direct reports and driving staff improvement
• High School Diploma or Equivalent required

ADDITIONAL SKILLS:

Excellent written communication skills including the ability to draft professional business correspondence

Excellent verbal communication skills including the ability to conduct group and public speaking in front of large audiences and client level leadership

Exceptional problem-solving skills

Leadership skills

Problem-solving skills

Negotiation skills

The ability to maintain calm under pressure; patience, compassion and empathy

Detail-oriented with a commitment to accuracy and precision.

Time management skills

Readiness to learn

Efficiency and organizational skills

Computer literacy (advanced experience with Microsoft Office Suite including Word, Excel, and Power Point)

Strong understanding of call center CRM environments with the ability to learn and grasp multiple multi-channel environments. Experience with NICE preferred.

A Bachelor’s degree in business, sales, marketing, real estate, or a related field is preferred

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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 be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,

NTT DATA endeavors to make 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 . 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'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .