BPO Team Lead

NTT DATA, Inc.; Philippines; On-site; PHP 600,000 - 800,000; Full time

Job summary

NTT DATA is seeking a BPO Team Lead to join our Quezon City team. You will manage, coach and develop a group of customer service and back-office associates handling financial products, ensuring targets for accuracy, quality, productivity, and customer satisfaction while maintaining regulatory compliance.

The role requires strong leadership, data-driven decision making, and coordination with clients and internal teams.

Qualifications

• 2 Years SME experience in a contact center environment
• 2 Years MS Office Suite Experience including report writing and presenting
• 2 Years experience in Metrics Management - Data-driven approach towards Metric Management

Responsibilities

• Demonstrate exceptional client service skills and leadership capabilities.
• Apply comprehensive knowledge and understanding of project management principles and methodologies.
• Utilize solid analytical and problem-solving skills to address challenges effectively.
• Make quick decisions and implement action items with agility in an expedited time frame.
• Monitor team performance and report results and issues to higher-level leadership.
• Assist the team with escalated client or account issues.
• Oversee career development, performance, and pay discussions with team members.
• Interact with clients and internal departments to resolve issues promptly.
• Lead staff to complete assignments using established guidelines, policies, and procedures.
• Ensure appropriate record keeping, required reports, and maintenance of related administrative functions.
• Compile and analyze data to identify trends for root cause analysis.
• Provide coaching and feedback to the team based on individual metrics.
• Consistently coach and provide feedback to direct reports.
• Hold direct reports accountable to minimum expectations.
• Provide leadership with consistent team progress updates.
• Conduct call/transaction audits and participate in QA calibrations.

Skills

SME experience in contact centers

MS Office Suite experience

Metrics management experience

Education

High school diploma

Tools

MS Office Suite

Job description

Job Description:

Req ID:352067

We are currently seeking a BPO Team Lead to join our team in Quezon City, National Capital Region (PH-00), Philippines (PH).

"Position Overview:
The Team Leader - Financial Account is responsible for managing, coaching, and developing a team of customer service or back-office associates handling financial products or services (e.g., banking, payments, lending, collections, insurance). The role ensures the team meets performance targets for accuracy, compliance, quality, productivity, and customer satisfaction while maintaining strict adherence to financial regulations and security standards.

The required schedule availability for this position is between Monday-Friday 7:00 am to 7:00 pm (Central Time), OT during evenings and Saturdays could also be required based on business needs

Basic Qualifications:

• 2 Year experience as a SME or higher in a contact center environment
• 2 Years MS Office Suite Experience including report writing and presenting.
• 2 Years experience in Metrics Management - Data-driven approach towards Metric Management
• High school diploma or GED Required.

Responsibilities:

• Demonstrate exceptional client service skills and leadership capabilities.
• Apply comprehensive knowledge and understanding of project management principles and methodologies.
• Utilize solid analytical and problem-solving skills to address challenges effectively.
• Make quick decisions and implement action items with agility in an expedited time frame.
• Monitor team performance and report results and issues to higher-level leadership.
• Assist the team with escalated client or account issues.
• Oversee career development, performance, and pay discussions with team members.
• Interact with clients and internal departments to resolve issues promptly.
• Lead staff to complete assignments using established guidelines, policies, and procedures.
• Ensure appropriate record keeping, required reports, and maintenance of related administrative functions.
• Compile and analyze data to identify trends for root cause analysis.
• Provide coaching and feedback to the team based on individual metrics.
• Consistently coach and provide feedback to direct reports.
• Hold direct reports accountable to minimum expectations.
• Provide leadership with consistent team progress updates.
• Conduct call/transaction audits and participate in QA calibrations.

New hires 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.

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 worlds 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 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 youd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.