Team Lead - BPO Job at Mantle Solutions (Kochi)

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

Director, Service Delivery

As the Service Delivery Director you are accountable for defining front line cus...

Location

United Kingdom , London; Oxford

Salary:

Not provided

Tripadvisor

Expiration Date

Until further notice

Requirements

Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation
Bachelor’s degree or equivalent related experience
Managed both Global Vendor BPO Operations and In-house escalation or resolution teams
Demonstrated success leading a team
previous experience leading Managers and Team Leads
Strong commercial awareness, with the ability to balance resolution experience with efficiency
Close-Loop resolution for product or process blockers causing customer friction with measured impact
Relentless collaboration building strong stakeholder relationships to influence and execute
Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer
Traveler first: drive exceptional value and effortless resolution service-support

Job Responsibility

Drive the strategy for customer first service delivery with omni-channel support with blended Vendor & In-house teams
Define BPO performance strategy, defining measurable improvements for customer-sentiment and resolution
Define service-solutions to reduce contact-propensity through product, policy and process improvement
Strategic review of operational network and define 2-4yr operational footprint
Point of contact for all business escalations to resolve and retain our customers
Stay connected to customer needs ensuring we win
Deliver exceptional front line team quality delivery, through team knowledge, process & product expertise
Identify, build and evolve global training programs to enhance product knowledge and service capability
Take the lead on collaborating with business partners company wide to identify key customer improvement opportunities
Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors

What we offer

Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
“Work your way” with flexibility to suit your lifestyle
Flexible schedule
Donation matching
Tuition assistance
Lifestyle benefit
Travel perks
Employee assistance program
Health benefits

Fulltime

BPO Team Lead

The BPO Team Lead is responsible for managing a team of customer service associa...

Location

Philippines , 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
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
New hires 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

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
Compile and analyze data to identify trends for root cause analysis
Provide coaching and feedback to the team based on individual metrics
Consistently coach and provide feedback to direct reports
Hold direct reports accountable to minimum expectations

BPO Team Lead

The Team Leader – Financial Account is responsible for managing, coaching, and d...

Location

Philippines , 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

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

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

BPO Team Lead

The BPO Team Lead at NTT DATA is responsible for overseeing a team that manages ...

Location

India , Chennai

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Both Under Graduates and Post Graduates can apply
Excellent communication (verbal and written) and customer service skills
Able to work independently
strong analytic skills
Detail-oriented
ability to organize and multi-task
Ability to make decisions
Required computer skills: must have experience with data entry and word processing, possess a working knowledge of MS Office applications, and understand how to navigate through web-based applications
Demonstrate strong reading comprehension and writing skills
Cognitive Skills include language, basic math skills, reasoning ability and verbal communication skills

Job Responsibility

Meeting all assigned goals including production, quality, attendance, Training Test
Contribute towards process improvements
Support the Team Lead/Supervisor for different set of Daily, Weekly and Monthly Reports
Part of clarifications through emails and calls
Manage End to End Claims Administration services
Handle training for new hires
Work together with the team to come up with process improvements
Strictly monitor the performance of all team members and ensure to report in case of any defaulters
Encourage the team to exceed their assigned targets
Handle all the Products. Life/Annuity and Health Claims Products (Accident, HI, CI and Cancer)

Fulltime

Bpo team lead

The BPO Team Lead role involves overseeing the procurement lifecycle, managing s...

Location

India , Gurugram

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Create requisition, purchase orders and place orders with OEMs
Manage end to end procurement Lifecyle from placing order till delivery and invoicing as per agreed payment terms with the clients
Work with Accounts payable team with payment processing, review invoices for accuracy to bill as per agreed services
Manage Catalog and Non-standard Catalog and maintain pricing file for accuracy of billing the client
Organizing and import data from supplier to internal tools on delivery times, invoices, and quantity of supplies
Working with internal teams to develop and fine tune future purchasing plans and potential relationships with vendors
Perform Inventory planning, published forecasted numbers
Lead daily/weekly inventory reviews with clients
Lead daily/weekly calls with OEMs and 3rd party vendor (lessor)
Building and sustaining effective communications with all stakeholders towards the goal of maximizing the client experience

Job Responsibility

Supplier Management & Procurement
Planning and Forecasting
Stakeholder Engagement
Miscellaneous

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

Team Lead - BPO

Mantle Solutions

Location:
India , Kochi

Category:
Call Center

Contract Type:
Not provided

Salary:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
February 24, 2026

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