BPO Team Lead Job Singapore,Language/Bilingual

Job Overview

Location:

Manila, PH

Req

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a BPO Team Lead to join our team in Manila, National Capital Region (PH-00), Philippines.

Preferred schedule:
Monday‑Friday 7:00 am – 7:00 pm (Central Time). Overtime during evenings and Saturdays may be required based on business needs.

Basic Qualifications

2 years experience as a SME or higher in a contact center environment
1 year in current role with NTT Data
2 years NTT Data Service Date
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

Responsibilities

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 timeframe.
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.
Provide leadership with consistent team progress updates.

New Hires Requirements

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.

Remote Working and Technology Requirements

To work Hybrid remote, individuals must meet all the established Remote requirements, including those pertaining to a home workspace and related technology.

Technology

NTT DATA will provide a computer and headset for remote work.
Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols.
Failure to return equipment may result in collection actions and/or other consequences.
Individuals must provide their own high‑speed internet access with speeds at or above 50 Mbps.
A hard‑wired ethernet connection is required. Wi‑Fi, mobile, wireless and public internet connections are forbidden, as are connections outside of one’s personal dwelling or location.

Technical Performance and Issue Tracking

Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
Hybrid Remote employees must adhere to all technical support procedures and protocols.
Chronic connectivity issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.

Hybrid Remote Workspace

Employees must have a dedicated, professional workspace conducive to servicing Customer Service customers with the same quality as an onsite environment.
The workspace must be a permanent, unencumbered location used daily for work.
Employees must work with minimal distractions that do not interfere with business operations or service delivery.
Ideally, the workspace is isolated from other household members and used exclusively for job duties.
Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.
Employees must work from the same location consistently unless prior…


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