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NTT DATA Logo NTT DATA · Call Center

Bpo Team Lead

Philippines, Quezon City Employment contract · Job Posted July 04, 2026
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Job Description

Embrace the role of a BPO Team Lead and drive operational excellence in a dynamic financial services environment. Lead a high-performing team, ensure compliance, and deliver outstanding client service. If you have strong leadership skills and experience in BPO operations, this is your opportunity to make an impact and grow your career.

Job Responsibility

  • Monitor daily, weekly, and monthly KPIs (AHT, QA, CSAT, productivity, accuracy, adherence)
  • Conduct regular performance reviews and provide individualized coaching
  • Ensure the team consistently meets or exceeds SLA targets
  • Manage attendance, scheduling, and adherence to workforce requirements
  • Allocate workload and manage capacity to meet service demand
  • Oversee transaction processing, customer interactions, and escalations
  • Ensure compliance with company policies, financial regulations, and client requirements
  • Drive continuous improvement through root cause analysis and corrective actions
  • Conduct call/transaction audits and participate in QA calibrations
  • Enforce compliance with financial guidelines such as: KYC/AML, Data privacy (GDPR, PCI-DSS, local regulations), Risk mitigation protocols
  • Support audit readiness and documentation management
  • Deliver soft skills, product, and process training refreshers
  • Prepare development plans for underperforming agents
  • Mentor high performers to build bench strength (SMEs, future TLs)
  • Prepare daily/weekly/monthly performance reports for leadership
  • Communicate updates, changes, and expectations clearly to the team
  • Relay insights from customers and operations to stakeholders for improvements
  • Attend operational and client meetings
  • Collaborate with QA, WFM, Training, and Support teams
  • Escalate issues proactively and provide timely resolutions

Requirements

  • Bachelor’s degree preferred (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)
  • Excellent communication and interpersonal skills
  • Analytical ability to interpret metrics and implement improvements
  • Proficiency in MS Office and CRM/financial platforms
  • Coaching skills and leadership presence
  • High attention to detail and accuracy
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