BPO Team Lead

Req ID: 323882 

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 (PH).

NTT DATA, Inc. currently seeks a “BPO Team Lead” to join our team in Quezon City.

The required schedule availability for this position is between Monday-Friday 7:00 am to 7:00 pm (Central Time), OT during evenings and Saturdays could also be required based on business needs

 Basic Qualifications:

• 2 Year 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 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.

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

1. NTT DATA will provide a computer and headset for remote work.
2. 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.
3. Failure to return equipment may result in collection actions and/or other consequences.
4. Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
5. 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

1. Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
2. Hybrid Remote employees must adhere to all technical support procedures and protocols.
3. 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

Hybrid Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.

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

• The new location must meet all Remote Workspace and Technology Requirements.
• Notification to NTT DATA Management is required before relocating

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT 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 click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.