BPO Team Lead – Financial Account

About the role

NTT DATA is looking for a BPO Team Lead to manage a team of customer service and back‑office associates handling financial products such as banking, payments, lending, collections, and insurance. The role focuses on achieving performance targets while ensuring compliance with financial regulations and security standards.

Key responsibilities

• Coach CSRs through monthly one‑on‑ones and side‑by‑side sessions, providing feedback and action plans.
• Support individual career development and provide daily floor assistance on product and process knowledge.
• Monitor service level awareness and review daily performance reports to identify trends.
• Lead continuous improvement initiatives and contribute to operational performance projects.
• Conduct quality listening on calls, assess customer experience, and identify irritants.
• Represent the call centre in inter‑departmental meetings and lead initiatives such as outbound campaigns and recognition programs.
• Promote team dynamics and work towards divisional goals.

Required profile

• Minimum 2 years experience as a SME or higher in a contact‑center environment.
• At least 2 years experience in metrics management with a data‑driven approach.
• High school diploma or GED required.
• Superior communication (listening, verbal, written) and interpersonal skills.
• Proven consulting, facilitation and coaching abilities.
• Ability to interpret and communicate moderate to complex data.

Required skills