BPO Team Lead

Job description
Req ID: 308006

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 Canton, Massachusetts (US-MA), United States (US).

Team lead

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and ADD insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

The pay range for this role is $65K

Basic Qualifications:
• 2 Year experience in Lead role
• 2 Year experience using a computer with microsoft windows PC applicaitons
• Position is an onsite, in office role
• High school diploma or GED Preferences.
• Solid knowledge of business unit specific programs supporting mailroom operations, such as mail openers, OCR software and reporting applications.

Responsibilities:
• Supervises team ensuring the highest quality of service is provided to clients.
• Monitors the team's performance and reports results and issues to higher-level leadership.
• Assists team with escalated client or account issues.
• Manages the hiring, staffing, and maintaining of a diverse and effective workforce.
• Responsible for career development/planning, performance, and pay discussions with team members.
• Interacts with clients and internal departments to resolve issues.
• Leads staff to complete assignments using established guidelines, policies, and procedures.
• Demonstrates professional courtesy and represents the company in a positive manner in all areas of internal and external communications.
• Responsible for appropriate record keeping, required reports, and ensuring related administrative functions are correct and maintained.
• Compiles and analyzes data to identify trends for root cause analysis.
• Metrics Management - Data-driven approach towards Metric Management and ensure the assigned team members meet their desired level of performance on all metrics.

Skills Required
• Solid communication skills.
• Demonstrated client service skills and leadership capabilities.
• Knowledge, understanding, and application of project management principles and methodologies.
• Solid analytical / problem-solving skills.
• Positive Outlook to changes being proposed.
• Ability to make quick decisions and agility to implement action items in an expedited time frame.
• Strong MS Office skill set to perform reporting duties.

Required shift within the range could include: First Shift: 8AM to 4:30PM, subject to change based on business requirements, Additionally, Overtime may be required based on business requirements.

New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process

Must Pass Drug screen

Must Pass a background check with Education check and employment verification check.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in RD to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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.

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