BPO Supervisor

NTT America, Inc.; Metro Manila; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Company benefits

Job summary

NTT DATA seeks a BPO Supervisor in Metro Manila to lead a financial services team delivering customer support, transaction processing, and account servicing. You will ensure operational excellence, compliance, and achievement of client metrics in a dynamic, results-focused environment.

The role requires 2 years of supervisory experience, strong Excel and reporting tools skills, and the ability to manage staffing and performance in a fast-paced setting.

Qualifications

• 2 years of supervision experience in a contact center or similar setting.
• 2 years of computer use with Windows and office apps.
• Strong analytical mindset with MS Excel and reporting tools.
• Prefers a high school diploma or GED.

Responsibilities

• Supervises team to ensure high-quality client service.
• Monitors performance and reports results to leadership.
• Assists team with escalated client or account issues.
• Manages hiring, staffing, and workforce development.
• Responsible for career development, performance and pay discussions.
• Interacts with clients and internal departments to resolve issues.
• Leads staff to complete assignments using guidelines and procedures.
• Represents the company professionally in communications.
• Maintains records and required administrative functions.
• Compiles and analyzes data to identify trends for root cause analysis.
• Demonstrates solid communication and client service skills.
• Applies project management principles and methodologies.
• Shows strong analytical/problem-solving skills.
• Demonstrates budgeting and P&L awareness.

Skills

Supervisory experience

Windows proficiency

MS Excel

Reporting tools

Education

High school diploma or GED

Job description

Req ID: 352048

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

We are currently seeking a BPO Supervisor to join our team in Metro Manila, Quezon (PH-QUE), Philippines (PH).

Position: Supervisor

We are seeking a BPO Financial Account Supervisor is responsible for leading a team of financial services representatives to deliver high-quality customer support, transaction processing, and account servicing. The role ensures operational excellence, compliance with financial regulations, and consistent achievement of client and organizational performance metrics.

This position is eligible for company benefits

Basic Qualifications:

• 2 Year experience in Supervisor Role
• 2 Year experience using a computer with Microsoft Windows PC applications.
• 2 Year experaince in Analytical mindset with proficiency in MS Excel and reporting tools
• High school diploma or GED Preferences.

Responsibilities:

• Supervises team ensuring highest quality of service is provided to clients.
• Monitors performance of team and reports results and issues to higher-level leadership.
• Assists team with escalated client or account issues.
• Manages the hiring, staffing, and maintenance of a diverse and effective workforce.
• Responsible for career development / planning, performance and pay discussions of team members.
• Interacts with clients and internal departments to resolve issues.
• Leads staff to complete assignments using established guidelines, policies, and procedures.
• Demonstrates professional courtesy and represents the company in a positive manner in all areas of internal and external communications.
• Responsible for appropriate record keeping, required reports, and ensuring related administrative functions are correct and maintained.
• Compiles and analyzes data to identify trends for root cause analysis.
• Solid communication skills.
• Demonstrated client service skills and leadership capabilities.
• Knowledge, understanding and application of project management principles and methodologies.
• Solid analytical / problem solving skills.
• Demonstrated budgeting, business financial and P&L skills.

New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process.

***** All new hires will be required to successfully complete our Call Center training classes and demonstrate proficiency of the material.**

Must Pass Drug screen.

Must Pass a background check with Education check and employment verification check.

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 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 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 endeavors to make https://us.nttdata.com 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 https://us.nttdata.com/en/contact-us . 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 (http://us.nttdata.com/en/compliance#eeos) . If you'd like more information on your EEO rights under the law, please click here (http://us.nttdata.com/en/compliance#know-your-rights) . For Pay Transparency information, please click here (http://us.nttdata.com/en/compliance#ppnp) .