BPO Team Lead – Financial Services

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, develop and monitor a team of associates to meet accuracy, quality, productivity and customer‑satisfaction goals.
• Report team performance, issues and progress to senior leadership.
• Handle escalated client or account issues and coordinate with internal departments.
• Oversee career development, performance reviews and compensation discussions.
• Maintain records, generate required reports and ensure proper administrative functions.
• Conduct call/transaction audits, participate in QA calibrations and provide regular feedback.
• Analyze data to identify trends and perform root‑cause analysis.

Required profile

• Minimum 2 years experience as a subject‑matter expert or higher in a contact‑center environment.
• At least 2 years experience with Microsoft Office Suite, including report writing and presenting.
• 2 years experience in metrics management with a data‑driven approach.
• High school diploma or GED.
• Availability to work Monday‑Friday, 7 am‑7 pm Central Time, with possible overtime evenings and Saturdays.

Required skills

• Microsoft Office Suite
• Report writing
• Data analysis
• Metrics management