BPO Team Lead
Singapore
Listed on 2026-03-01
-
Language/Bilingual
Technical Support
BPO Team Lead
Location:
Manila, National Capital Region (PH-00), Philippines.
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. Our inclusive, adaptable, and forward‑thinking organization is looking for a BPO Team Lead to join our team.
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 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.
- 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.
- 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 experience.
- 2+ years MS Office Suite experience, including report writing and presenting.
- 2+ years experience in metrics management – a data‑driven approach to metric management.
- High school diploma or GED required.
- Employees must have a dedicated, professional home workspace that is used daily for work.
- Employees 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. - NTT DATA will provide a computer and headset for remote work.
- Employees are responsible for the care and security of all equipment provided and must return it immediately upon separation from the company.
- Failure to return equipment may result in collection actions and/or other consequences.
- New hires must have a working device (cell phone or tablet) for the two‑factor authentication process.
- All new hires will be required to successfully complete our Call Center training classes and demonstrate proficiency of the material.
- Hybrid remote employees must adhere to all technical support procedures and protocols.
Hybrid remote employees must adhere to all technical support procedures and protocols. Chronic connectivity issues or recurring downtime that impede job performance may result in the remote status changing to onsite.
EEO StatementNTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please . If you'd like more information on your EEO rights under the law, please . For Pay Transparency information, please .
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