NTT

3 months ago

BPO Team Lead

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Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Lead a BPO operations team in Quezon City by monitoring KPIs like AHT, QA, CSAT, productivity, accuracy, and adherence, and ensuring SLA targets are met. Oversee staffing needs, attendance, scheduling, and capacity planning. Drive operational excellence through escalation handling, compliance with financial and privacy requirements (KYC/AML, GDPR, PCI-DSS), and continuous improvement using root-cause analysis. Coach agents, prepare performance reports, and collaborate with QA, WFM, training, and support teams.

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.
•Ensure the team meets SLA targets by managing attendance, scheduling, and workforce adherence.
•Oversee transaction processing, customer interactions, and escalations while allocating workloads and managing capacity.
•Conduct call/transaction audits, support audit readiness and documentation, and enforce compliance with financial guidelines (KYC/AML, data privacy, risk mitigation).
•Deliver coaching and development, prepare performance reports for leadership, and communicate updates and insights to stakeholders and clients.

Key Requirements

•Bachelor’s degree preferred in Finance, Business, or a related field.
•2–3+ years of BPO experience, preferably in 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.

Experience:2+ yearsBPOFinancial services

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

Skills:CommunicationInterpersonal skillsAnalytical thinkingLeadershipAttention to detail

Tech Stack:MS OfficeCRMKYCAMLGDPRPCI-DSS

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