BPO Team Lead Job at NTT DATA (Quezon City)

Business Process Optimization (BPO) Lead

The Avanos Global Customer Service Team is committed to delivering world-class s...

Location

United States

Salary:

96000.00 - 112000.00 USD / Year

Avanos

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business Administration, Operations Management, or a related field
3+ years of experience supervising or optimizing BPO or shared service operations
Strong leadership experience with outsourced teams, preferably in the Philippines
Excellent problem-solving and communication skills with a strong track record of process transformation
Experience working in cross-functional environments with matrixed reporting and distributed teams

Job Responsibility

Provide end-to-end leadership of Avanos’s outsourced operations in the Philippines, ensuring the health, scalability, and long-term success of the BPO Program
Provide guidance to support evolving business needs and cross-functional service expansion
Support initiatives that define, optimize, and scale outsourced operations across multiple departments beyond Customer Service (e.g., Commercial Ops, Order Management, Inside Sales)
Maintain real-time KPI dashboards and governance routines across all BPO-supported functions
Conduct recurring business reviews, performance assessments, and continuous improvement check-ins with BPO leadership
Ensure effective Leader Standard Work is developed, maintained, and followed at all levels of the BPO engagement
Act as the primary liaison and escalation point between Avanos and the BPO partner in the Philippines
Collaborate with internal leaders from Commercial, Customer Experience, Order-to-Cash, Planning, and Marketing to understand priorities and operational growth opportunities
Communicate program health and opportunities to Avanos leadership regularly, providing data-backed recommendations
Identify workflow gaps, structural inefficiencies, or resourcing challenges and lead cross-functional solutions to improve results

What we offer

benefits on day 1
free onsite gym
onsite cafeteria
HQ region voted 'best place to live' by USA Today
uncapped sales commissions
generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting

Fulltime

New

Bpo Team Lead

The BPO Team Lead role at NTT DATA involves overseeing a team in a contact cente...

Location

Philippines , Manila; Quezon City

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

2 Year experience as a SME or higher in a contact center environment
2 Years MS Office Suite Experience including report writing and presenting
2 Years experience in Metrics Management - Data-driven approach towards Metric Management
High school diploma or GED Required
2 Years knowledge of Life insurance and Annuity policies

Job Responsibility

Demonstrate exceptional client service skills and leadership capabilities
Apply comprehensive knowledge and understanding of project management principles and methodologies
Utilize solid analytical and problem-solving skills to address challenges effectively
Make quick decisions and implement action items with agility in an expedited time frame
Monitor team performance and report results and issues to higher-level leadership
Assist the team with escalated client or account issues
Oversee career development, performance, and pay discussions with team members
Interact with clients and internal departments to resolve issues promptly
Lead staff to complete assignments using established guidelines, policies, and procedures
Ensure appropriate record keeping, required reports, and maintenance of related administrative functions

Fulltime

Working Team Lead

The Team Leader will be responsible for managing, leading, and overseeing the ac...

Location

Philippines , Cebu

Salary:

Not provided

Helpware

Expiration Date

Until further notice

Requirements

Minimum of 2+ years' experience, preferably in the BPO industry or in the same capacity with excellent experience in people and client management
Proven work experience as a team leader or supervisor
In-depth knowledge of performance metrics
Excellent communication and leadership skills
Organizational and time-management skills
Excellent decision-making skills
Must be amenable to work on graveyard and shifting schedules

Job Responsibility

Provides daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner
Provides continual evaluation of process and procedures
Responsible for suggesting methods to improve area of operations, efficiency and service to both internal and external customers
Provides statistical and performance feedback and coaching daily to each team member
Be always available to employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
Ensure to write and administer performance reviews for skills improvement
Manage nesting agents to ensure proper performance before moving to the operations floor
Incorporate performance interventions to accelerate learning
Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs and metrics
Assist Operations Manager to resolve customer complaints and issues

Fulltime

Director of Operations

As the Director of Operations, you will lead Truework's entire operations organi...

Location

United States , Nashville

Salary:

151000.00 - 189000.00 USD / Year

Checkr

Expiration Date

Until further notice

Requirements

10+ years operations experience in high-volume, high-accuracy service delivery (BPO, verification services, financial services, or similar)
5+ years in leadership roles managing teams of 50+ people including managing through team leads or managers
Deep BPO and offshore operations expertise, including vendor management and multi-site operations
Verification or financial services background—experience with employment verification, income verification, mortgage operations, or similar highly regulated operations
Outbound calling operations experience with understanding of contact center metrics, dialer technology, and B2B calling strategies
Proven track record scaling operations through high-growth phases (2-3x volume growth) while maintaining quality
Experience as startup operations leader—comfortable with ambiguity, rapid change, and building processes from scratch
Strategic and execution-focused: thinks 2-3 years ahead while delivering flawlessly today
P&L and business acumen: understands unit economics, cost structure, and financial impact of operational decisions
Technology forward: comfortable with automation, AI/GenAI tools, APIs, and operational systems

Job Responsibility

Define and execute operational strategy for Truework's verification and support operations, aligning with company growth targets and customer commitments
Build and lead operations organization of ~80 people including 20 onshore verification specialists, 50 offshore verification specialists, and 8 person support team
Own operational P&L including cost structure, efficiency metrics, and resource allocation across onshore and offshore teams
Manage BPO vendor relationships including performance management, contract negotiations, expansion planning, and quality oversight for Philippines operations
Drive automation and AI initiatives to reduce manual effort, improve quality, and scale efficiently—from GenAI-powered tools to workflow optimization
Optimize end-to-end operations metrics including TAT, quality, CSAT, cost per verification, and operational efficiency
Partner with Product/Engineering to prioritize operational tooling, automation capabilities, and platform improvements
Scale capacity rapidly for major customer launches and seasonal volume fluctuations while maintaining quality and compliance
Implement performance management systems with clear metrics, coaching frameworks, and career development pathways

What we offer

A fast-paced and collaborative environment
Learning and development allowance
Competitive compensation and opportunity for advancement
100% medical, dental and vision coverage
Unlimited PTO policy
Monthly wellness stipend
In-office perks: lunch four times a week
commuter stipend
abundance of snacks and beverages
Relocation stipend may be available

Fulltime

Head of Record to Report

Responsible for leading Record to Report (RTR) activities for North America, inc...

Location

United States , Broomfield

Salary:

140000.00 - 155000.00 USD / Year

Hunter Douglas

Expiration Date

Until further notice

Requirements

Bachelor's degree in Accounting, Finance, or Business Administration
10+ years of Accounting experience, with at least 5 years in management/supervisory capacity
Proven track record in process transformation and automation within RTR or Finance operations
SAP experience highly desired
exposure to other ERP and automation solutions preferred
Fluent in English, with full professional proficiency
Transformation mindset: Demonstrated ability to challenge the status quo, identify process gaps, and lead process redesign and automation initiatives
Action-oriented, with the ability to turn strategic visions into executable tactics
Strong financial and data acumen with deep experience in Record to Report processes
Collaborative style with strong stakeholder management skills

Job Responsibility

Lead the RTR team with Business Process Outsourcing (BPO), overseeing all accounting and reporting activities to ensure compliance with US GAAP, SEC Requirements, and Sarbanes-Oxley (SOX) and internal policies
Ensure timely and accurate financial statements, including balance sheets, profit & loss statements, cash flow reports, fixed assets controls, intercompany reports and accounting reconciliations
Establish and maintain robust internal controls to safeguard company assets and ensure the accuracy of financial records
Provide training and development opportunities to team members to enhance their skills and career growth
Evaluate team performance and implement strategies to improve efficiency and effectiveness
Conduct regular audits and reviews to ensure compliance with internal and external regulations
Serve as a change agent for RTR transformation by identifying process inefficiencies, bottlenecks, and manual touchpoints
design solutions that reduce complexity and increase standardization
Partner with Business Process Outsourcing (BPO) provider to ensure streamlined processes, automation adoption, and delivery excellence
Lead the implementation of technology and automation tools that replace manual processes, enhance reporting accuracy, and optimize resource utilization

What we offer

Bonus target range: 35%
Generous benefits package including medical, dental, vision, life, disability
A company culture that prioritizes internal development and professional growth
401(k) plan with a degree of employer matching
Time off with pay
Wellness programs and product discounts

Fulltime

Lead Trainer - Voice and Accent Coach

We are seeking a dynamic and experienced Lead Trainer – Voice and Accent Coach t...

Location

India , Chennai

Salary:

Not provided

Access Healthcare LLC

Expiration Date

Until further notice

Requirements

Strong command of grammar, pronunciation, vocabulary, and spelling
Proficient in feedback mechanisms and coaching methodologies
Skilled in creating session plans and training presentations (PPTs)
Excellent communication skills – both verbal and written
Proficient in MS Office tools
Confident in delivering sessions to large audiences
Organized, self-motivated, and a team leader
Minimum 5 years of experience in international BPO operations
At least 3 years of experience in language, voice, and accent training in an international BPO
Minimum 2 years of hands-on international calling experience

Job Responsibility

Conduct language, voice, and accent training sessions aligned with organizational standards
Audit calls and provide structured feedback to improve communication and call handling skills
Coach bottom performers and track their progress through customized interventions
Design and deliver on-floor coaching and feedback models
Create training materials, flyers, and session plans based on call audit insights
Support OJT and production ramp-up by monitoring and mentoring learners
Maintain detailed records of audits, feedback, coaching, and training sessions
Collaborate with operations stakeholders to implement and evaluate training programs
Evaluate trainees and report progress to supervisors
Interview new hires for language, voice, and accent proficiency

Appeal Operations Lead

Leading a new function in our specialized Appeal Operations, you will lead an in...

Location

United States , Bay Area

Salary:

Not provided

Cash App

Expiration Date

Until further notice

Requirements

Prior leadership experience managing a team of high performing fraud analysts, including coaching and development
Previous experience identifying opportunities to update, revise or implement rules and/or controls to mitigate fraud/inauthentic activity
Previous experience building and scaling operational processes
Ability to prepare and present findings to multiple levels within the leadership hierarchy
Show strong ability to conceptualize, develop, and implement process improvements around investigatory workflows and approaches
Demonstrate flexibility to adapt and able to manage multiple assignments while working independently
The ability to answer unstructured business questions and work independently to drive projects and analytical tasks to conclusion
Excellent analytical and problem-solving skills, including root cause analysis / identification
Excellent written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations for courses of action
Experience with utilizing visualizations (e.g. Tableau, Looker, Mode) either directly or through leading a team responsible for such visualizations

Job Responsibility

Expand the investigations framework to support denylist appeal processes and validation
Diagnose problems, recognize emerging fraud and abuse patterns and develop compelling, data-driven recommendations and monitor results
Collaborate with front line team members both internally and with our BPO vendor
Showcase strong time-management skills to maintain or exceed expected daily workloads, lead the team by example
Provide ongoing improvements to investigation approaches and iterative feedback balancing customer experience and protecting the business
Collaborate on and escalate complex cases and new trends within the team, backed by industry knowledge of common financial services fraud vectors and risk controls
Identify, document, and follow-up with team members on product bugs and feature enhancements
Be a voice of the customer by identifying trends, issues, and suggesting improvements to processes, policies, and products including recommending tooling and data improvements to increase investigations efficacy
Foster a culture of accountability, collaboration, speed, innovation, excellence, and a fun work environment while continuously elevating the quality and caliber of our controls
Build and execute on short-term and long-term plans with associated benefits of strategies that are developed to reduce financial exposure associated with identified high-risk activity

What we offer

Remote work
medical insurance
flexible time off
retirement savings plans
modern family planning

Fulltime

Cx automation & operations manager

As a CX Automation & Operations Manager, you will support a partner building hig...

Location

Honduras , San Pedro Sula or Tegucigalpa

Salary:

Not provided

PartnerHero

Expiration Date

Until further notice

Requirements

Proven experience leading operations in a complex, data-driven BPO or tech-adjacent environment
Proven experience leading teams in a call center or BPO environment, specifically in customer support operations (omnichannel)
A strong grasp of cross-functional collaboration
You have a sharp analytical mindset and are comfortable digging into dashboards, identifying performance trends, and making data-driven decisions
Excellent communication skills in both English and Spanish
Experience managing hybrid or distributed teams across multiple regions and time zones
Strong project management skills: you meet deadlines and keep others on track

Job Responsibility

Oversee day-to-day operations and performance for assigned partners within the partner, ensuring consistent delivery and impact
Collaborate closely with cross-functional teams, including Operations, Quality, Optimization, and AI Development, to drive alignment and smooth execution
Monitor key performance metrics (e.g., QA scores, CSAT, AHT, TAT, throughput, and issue recurrence) and create clear, actionable coaching plans to improve results
Build and maintain strong operational rhythms that align partner deadlines with internal capacity and resource planning
Serve as the go-to escalation point for time-sensitive or high-risk partner issues, approaching every challenge with a resolution-first mindset
Lead strategic updates with internal stakeholders and confidently represent the partner in leadership meetings with clarity and ownership
Champion continuous improvement, from refining SOPs to leading innovation pilots in the Augmented AI space
Ensure all initiatives are aligned with the partner-level OKRs and Crescendo’s broader operational standards

What we offer

Be part of a people-first, values-driven organization
Work with innovative global partners and diverse teams
Hybrid working arrangements
Competitive base salary
Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
Access to free posture-based fitness workouts from home
Training and professional development opportunities

Fulltime

BPO Team Lead

NTT DATA

Location:
Philippines , Quezon City

Category:
Call Center

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
February 14, 2026

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