BPO Team Lead

6 hours ago

Quezon City, National Capital Region, Philippines NTT DATA Full time ₱43,000 - ₱85,000 per year

"Key Responsibilities

Team Leadership & Management

  • Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality.
  • Manage team scheduling, attendance, task allocation, and workload distribution.
  • Conduct regular team meetings, performance reviews, and training sessions to enhance skills and productivity.
  • Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction) and take corrective actions where needed.

Operational Responsibilities

  • Act as the primary escalation point for L1 technical issues before forwarding to L2/L3 support.
  • Ensure prompt response, troubleshooting, and closure of support tickets in accordance with SLAs.
  • Oversee ticket quality-validate ticket categorization, documentation, and follow-up accuracy.
  • Assist in handling high-priority or major incident tickets as required.
  • Prepare daily/weekly reports on team performance and service desk KPIs.

Process & Quality Improvement

  • Identify gaps in support processes and develop improvement plans.
  • Ensure compliance with ITIL processes such as Incident, Request, and Problem Management.
  • Contribute to knowledge base creation by documenting FAQs, troubleshooting steps, and SOPs.
  • Promote consistent application of company policies, procedures, and service standards.

Customer Service

  • Maintain a strong customer-service mindset across the team.
  • Handle user complaints professionally and ensure issues are resolved promptly.
  • Communicate effectively with end-users, peers, and management during incidents or service outages.

________________________________________

Skills & Qualifications

Required

  • Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
  • 3-5 years of experience in IT Service Desk or technical support roles.
  • At least 1-2 years of experience in a supervisory/team-lead capacity.
  • Solid understanding of end-user support, hardware troubleshooting, OS (Windows /Mac), MS Office, networking basics, and ticketing tools (ServiceNow, JIRA, etc.).
  • Strong communication, leadership, and conflict-resolution skills.
  • Ability to multitask, prioritize, and work under pressure.

Preferred

  • ITIL v3/v4 Foundation certification.
  • Experience working in 24×7 support environments.
  • Familiarity with remote support tools (TeamViewer, RDP, etc.).

________________________________________

Key Attributes

  • Strong customer-focus
  • Proactive and solution-oriented
  • Excellent teamwork and mentoring ability
  • High attention to detail
  • Analytical and process-driven mindset

Work Timings:

General business: Mon - Fri, 7 am - 7 pm CST

FSS business: Mon - Fri, 7 am - 7 pm & Sat - Sun, 7 am - 4 pm CST

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