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 team in Quezon City to deliver financial-services support with strong SLA performance. Monitor KPIs (AHT, QA, CSAT, productivity, accuracy, adherence), run performance reviews, and manage attendance, scheduling, and workforce capacity. Oversee transaction processing, escalations, compliance (KYC/AML, GDPR, PCI-DSS), QA audits, and audit readiness. Prepare regular reports, communicate with stakeholders, and coach agents through ongoing training and development plans.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Monitor daily, weekly, and monthly KPIs and conduct performance reviews with individualized coaching.
•Ensure SLA targets are met, and manage attendance, scheduling, and adherence/workforce requirements.
•Oversee transaction processing, customer interactions, escalations, and capacity planning.
•Conduct call/transaction audits, participate in QA calibrations, and enforce compliance (KYC/AML, data privacy, PCI-DSS, local regulations).
•Deliver training refreshers, prepare development plans, mentor future TLs, and produce daily/weekly/monthly reports for leadership and stakeholders.

Key Requirements

•Bachelor’s degree preferred in Finance, Business, or 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 abilityCoachingLeadership presenceAttention to detailAccuracy

Tech Stack:MS OfficeCRMFinancial platforms

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