Req ID: 311273
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 Quezon City, National Capital Region, Philippines.
Position Overview:
The Team Leader – Financial Account is responsible for managing, coaching, and developing a team of customer service or back-office associates handling financial products or services (e.g., banking, payments, lending, collections, insurance). The role ensures the team meets performance targets for accuracy, compliance, quality, productivity, and customer satisfaction while maintaining strict adherence to financial regulations and security standards.
- Position: Team Leader
- Position Status: Full Time
- Schedule Availability: Monday- Sunday 7am-11pm Eastern Time
- Department: Financial Account, Operations
- Location: Eastwood Cyber Park
Responsibilities:
- Coaches CSRs through one on ones and side by sides on a monthly basis to provide performance feedback and develop action plan to meet all performance targets and remove barriers.
- Supports the individual CSRs in developing their own career path.
- Provides ongoing floor support daily to CSRs to assist with product and process knowledge and to identify issues. Ensures CSR awareness of service levels.
- Reviews departmental and individual performance reports on a daily basis to identify trends and issues requiring action or investigation.
- Delivers measurable and sustainable results by contributing to continuous improvement initiatives.
- Contributes to the development and delivery of initiatives that contribute to improving the overall operating performance of the organization.
- Attends leadership meetings and conducts team meetings regularly to ensure common understanding of issues and to provide consistency of action.
- Performs quality listening on CSR calls daily to assess both customer experience and CSR performance, as well as to identify customer irritants and trends. Attends consistency meetings to ensure consistency in quality listening across the unit.
- Represents Call Centre team, as required, at inter departmental meetings or on projects to ensure customer and departmental interests are represented
- Leads departmental initiatives as required, e.g., outbound campaigns, recognition programs, issue tracking.
- Proactively work within the division to raise awareness, also build team dynamics, and take steps to help lead the team to accomplish divisional goals.
Requirements:
- 2 Year experience as a SME or higher in a contact center environment
- 2 Years experience in Metrics Management - Data-driven approach towards Metric Management
- High school diploma or GED Required.
- Superior communication skills (listening/verbal/written) and interpersonal skills are essential.
- Demonstrated consulting, facilitation and coaching skills required.
- Proven ability to interpret and communicate moderate to complex data.
- Ability to work effectively under minimal supervision within an environment of constant change and tight deadlines.
- Proven problem solving, analytical and decision-making skills.
- Prior customer service experience and the ability to understand and react to customer needs.
- Demonstrated understanding of customer escalation principles highly preferred.
- Demonstrated organizational skills to juggle competing priorities.
New hires must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process.
