BPO Supervisor Job at NTT DATA (Metro Manila)

Bpo supervisor

The BPO Supervisor role at NTT DATA involves leading a team of financial service...

Location

Philippines , Metro Manila, Quezon

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

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
Must Pass Drug screen
Must Pass a background check with Education check and employment verification check
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

Job Responsibility

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

What we offer

This position is eligible for company benefits

BPO Supervisor

The BPO Supervisor will oversee a team of financial services representatives, en...

Location

Philippines , Metro Manila

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

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
Must Pass Drug screen
Must Pass a background check with Education check and employment verification check
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

Job Responsibility

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

What we offer

This position is eligible for company benefits

Business Sys. Analysis Analyst

The Business Systems Analyst role involves providing high-level support for vari...

Location

India , Hyderabad

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Highest-level of support on programs, projects, reporting, filing for the BPO organization (electronic and hard copy), confidential materials handling, and issue resolution through experiences performing the role
Subject matter expert in particular area of administrative support
Assists to review, update and implement process and policy improvements
Responsible for reading and understanding the process documents provided by the customer
Analyze the insurance request received from the customer and process as per standard operating procedures
Familiarize, navigate multiple client applications and capture the necessary information to process customer requests
Ensuring accurate and timely completion of transactions to meet or exceed client SLAs
Organizing and completing tasks according to assigned priorities
Most problems they handle require standard solutions
They may manage small projects with oversight from their supervisor

Job Responsibility

Highest-level of support on programs, projects, reporting, filing for the BPO organization (electronic and hard copy), confidential materials handling, and issue resolution through experiences performing the role
Subject matter expert in particular area of administrative support
Assists to review, update and implement process and policy improvements
Responsible for reading and understanding the process documents provided by the customer
Analyze the insurance request received from the customer and process as per standard operating procedures
Familiarize, navigate multiple client applications and capture the necessary information to process customer requests
Ensuring accurate and timely completion of transactions to meet or exceed client SLAs
Organizing and completing tasks according to assigned priorities
Most problems they handle require standard solutions
They may manage small projects with oversight from their supervisor

BPO Supervisor

The BPO Supervisor role involves overseeing chargeback operations, ensuring serv...

Location

India , Gurgaon

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

7 to 9 years’ experience in Dispute/Chargebacks/Customer service Operation Handling in the financial industry is preferred
Strong Customer Focus/Orientation
Professional written and verbal communication skills
Strong Active listening and negotiation skills
Detail-oriented and ability to multi-task
Strong organizational and time management skills
Strong Decision-making skills and able to exercise sound judgment
Highly motivated with ability to work independently in a fast-paced environment
Flexible, reliable, conscientious, and able to follow directions
Proficiency in MS Word, Excel, Outlook, PowerPoint, and Teams

Job Responsibility

Support the accomplishment of all contracted service level targets/agreements
Manage monthly and ad-hoc agent coaching and feedback
Assist in daily, weekly, and monthly quality assurance activities
Provides day to day support to the team and handle first level escalations as they arise or are assigned
Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes
Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management
Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles
Oversee and aid in new hire training and onboarding
Contribute to continuous learning activities promoting knowledge and skill development within the team
Assist in keeping all team members informed and up to date about all relevant and useful information

New

People Services Center Analyst

As a part of GM's Global Business Solutions (GBS) People Services you hold a foc...

Location

Philippines , Taguig City

Salary:

Not provided

General Motors

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in Human Resources, Business Administration, or related field
Experience in inbound call-handling / taking in calls in a BPO / Shared Services set-up for 2 years
Experience with customer support: customer interactions, addressing escalations
Willingness to be cross-trained to different departments
Excellent written skills to communicate clearly and concisely with customers via email as needed
Willingness to work hybrid on night shift
Strong customer focus and experience in effective conflict resolution
Ability to organize and prioritize workload
Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment
Attention to detail, using judgment, data analysis, experience, knowledge and independent thinking abilities

Job Responsibility

Responsible for providing direct tier one services to the customers of the Shared Service Center, which include employees, managers, HR professionals, and 3rd party vendors
Work activities include, but are not limited to, direct interaction and support to our customers via telephone and email to resolve inquiries and to complete requests, following cases through resolution, and the completion of other front office and back-office activities
Serves as the single point of contact for HR staff, employees and people leaders and be responsible for query resolution by utilizing policies, desk procedures and any other reference material that may exist as a knowledge base
Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g. Oracle Knowledge Base) and escalating the case to Tier 2 and following through to resolution
Has responsibility to coach employees, line managers through HR queries via self-service including redirection to appropriate sources of information or through policies and reference guide to improve the query resolution
Performs shared services administration transactions in various HRIS applications as appropriate, and within established performance standards
Adheres to established regulations, processes, procedures, plans and systems
Maintain and update process SOP Knowledge Base
Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety
Quality Management: Deliver excellent customer experience in query resolution aligned to People Services policies, desk procedures, knowledge base, and master processes

Fulltime

New

People Services Center Analyst - VPP

As a part of GM's Global Business Solutions (GBS) People Services you hold a foc...

Location

Philippines , Taguig City

Salary:

Not provided

General Motors

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in Human Resources, Business Administration, or related field
Experience in inbound call-handling / taking in calls in a BPO / Shared Services set-up for 2 years
Experience with customer support: customer interactions, addressing escalations
Willingness to be cross-trained to different departments
Excellent written skills to communicate clearly and concisely with customers via email as needed
Willingness to work hybrid on night shift
Strong customer focus and experience in effective conflict resolution
Ability to organize and prioritize workload
Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment
Attention to detail, using judgment, data analysis, experience, knowledge and independent thinking abilities

Job Responsibility

Responsible for providing direct tier one services to the customers of the Shared Service Center, which include employees, managers, HR professionals, and 3rd party vendors
Work activities include, but are not limited to, direct interaction and support to our customers via telephone and email to resolve inquiries and to complete requests, following cases through resolution, and the completion of other front office and back-office activities
Serves as the single point of contact for HR staff, employees and people leaders and be responsible for query resolution by utilizing policies, desk procedures and any other reference material that may exist as a knowledge base
Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g. Oracle Knowledge Base) and escalating the case to Tier 2 and following through to resolution
Has responsibility to coach employees, line managers through HR queries via self-service including redirection to appropriate sources of information or through policies and reference guide to improve the query resolution
Performs shared services administration transactions in various HRIS applications as appropriate, and within established performance standards
Adheres to established regulations, processes, procedures, plans and systems
Maintain and update process SOP Knowledge Base
Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety
Quality Management: Deliver excellent customer experience in query resolution aligned to People Services policies, desk procedures, knowledge base, and master processes

Fulltime

People Services Center Analyst

As a part of GM's Global Business Solutions (GBS) People Services you hold a foc...

Location

Philippines , Taguig City

Salary:

Not provided

General Motors

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in Human Resources, Business Administration, or related field
Experience in inbound call-handling / taking in calls in a BPO / Shared Services set-up for 2 years
Experience with customer support: customer interactions, addressing escalations
Willingness to be cross-trained to different departments
Excellent written skills to communicate clearly and concisely with customers via email as needed
Willingness to work hybrid on night shift
Strong customer focus and experience in effective conflict resolution
Ability to organize and prioritize workload
Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment
Attention to detail, using judgment, data analysis, experience, knowledge and independent thinking abilities.

Job Responsibility

Responsible for providing direct tier one services to the customers of the Shared Service Center, which include employees, managers, HR professionals, and 3rd party vendors. Work activities include, but are not limited to, direct interaction and support to our customers via telephone and email to resolve inquiries and to complete requests, following cases through resolution, and the completion of other front office and back-office activities.
Serves as the single point of contact for HR staff, employees and people leaders and be responsible for query resolution by utilizing policies, desk procedures and any other reference material that may exist as a knowledge base.
Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g. Oracle Knowledge Base) and escalating the case to Tier 2 and following through to resolution. Has responsibility to coach employees, line managers through HR queries via self-service including redirection to appropriate sources of information or through policies and reference guide to improve the query resolution.
Performs shared services administration transactions in various HRIS applications as appropriate, and within established performance standards.
Adheres to established regulations, processes, procedures, plans and systems. Maintain and update process SOP Knowledge Base.
Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety.
Quality Management: Deliver excellent customer experience in query resolution aligned to People Services policies, desk procedures, knowledge base, and master processes. Monitoring peer check / post audit results, and ensuring that practical problem solving is applied to any process gaps and critical escalations.
Relationship Management: Coordinating closely with other concerned teams within People Services, GBS, and counterparts in various countries. Contributing to the implementation of projects relating to quality improvements and service excellence.
Operational Efficiency: Ensures high-quality standards for all activities, initiatives, and tasks. Adheres to all Service Level Agreements (SLAs) established by the Shared Services Center for Case Management.
Knows, understands, incorporates and demonstrates the vision and values of General Motors in behaviors, practices and decisions.

Fulltime

New

People Services Center Analyst

As a part of GM's Global Business Solutions (GBS) People Services you hold a foc...

Location

Philippines , Taguig City

Salary:

Not provided

General Motors

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in Human Resources, Business Administration, or related field
Experience in inbound call-handling / taking in calls in a BPO / Shared Services set-up for 2 years
Experience with customer support: customer interactions, addressing escalations
Willingness to be cross-trained to different departments
Excellent written skills to communicate clearly and concisely with customers via email as needed
Willingness to work hybrid on night shift
Strong customer focus and experience in effective conflict resolution
Ability to organize and prioritize workload
Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment
Attention to detail, using judgment, data analysis, experience, knowledge and independent thinking abilities

Job Responsibility

Responsible for providing direct tier one services to the customers of the Shared Service Center, which include employees, managers, HR professionals, and 3rd party vendors
Work activities include, but are not limited to, direct interaction and support to our customers via telephone and email to resolve inquiries and to complete requests, following cases through resolution, and the completion of other front office and back-office activities
Serves as the single point of contact for HR staff, employees and people leaders and be responsible for query resolution by utilizing policies, desk procedures and any other reference material that may exist as a knowledge base
Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g. Oracle Knowledge Base) and escalating the case to Tier 2 and following through to resolution
Has responsibility to coach employees, line managers through HR queries via self-service including redirection to appropriate sources of information or through policies and reference guide to improve the query resolution
Performs shared services administration transactions in various HRIS applications as appropriate, and within established performance standards
Adheres to established regulations, processes, procedures, plans and systems
Maintain and update process SOP Knowledge Base
Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety
Quality Management: Deliver excellent customer experience in query resolution aligned to People Services policies, desk procedures, knowledge base, and master processes

Fulltime

BPO Supervisor

NTT DATA

Location:
Philippines , Metro Manila

Category:
Call Center

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
March 05, 2026

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