NTT

3 months ago

BPO Team Lead

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Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead a BPO team in Quezon City by managing day-to-day performance and ensuring SLA targets are consistently met. Oversee workload and capacity planning, handle escalations, and drive operational excellence through root-cause analysis and corrective actions. Ensure quality and compliance via audits, QA calibrations, and adherence to KYC/AML and data privacy requirements. Coach and develop agents, and deliver regular performance reporting and updates to stakeholders.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Monitor daily, weekly, and monthly KPIs (AHT, QA, CSAT, productivity, accuracy, adherence) and conduct performance reviews with individualized coaching.
•Ensure SLA attainment by managing attendance, scheduling, and workforce adherence while allocating workload and capacity to meet demand.
•Oversee transaction processing, customer interactions, and escalations while ensuring compliance with company policies, financial regulations, and client requirements.
•Perform call/transaction audits and support QA calibrations; drive compliance with KYC/AML and data privacy (GDPR, PCI-DSS) and risk mitigation protocols.
•Prepare and share daily/weekly/monthly performance reports, communicate updates to the team, and collaborate with QA, WFM, Training, and Support stakeholders.

Key Requirements

•Bachelor’s degree preferred in Finance, Business, or a related field.
•2–3+ years of BPO experience, preferably on a financial account.
•1–2 years of experience in a supervisory or team leader role.
•Strong knowledge of financial services processes (banking, credit, payments, insurance, collections).
•Proficiency in MS Office and CRM/financial platforms, with excellent communication and analytical skills.

Experience:2+ yearsBPOFinancial services

Education:Bachelor's in Finance, Business, or related field

Skills:CommunicationInterpersonal skillsAnalytical abilityCoachingLeadership presenceAttention to detailAccuracy

Tech Stack:MS OfficeCRM

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT