NTT DATA is seeking an experienced and results-driven BPO Team Leader to join our growing operations team.

We are looking for a strong leader with a proven track record in managing high-performing teams within BPO/BPS environments and driving operational excellence.

🔹 Key Requirements

• Minimum of 5 years of experience leading teams in a BPS, BPO, Shared Services, or Customer Operations environment.

• Strong expertise in performance management and operational governance.

• Solid understanding of operational KPIs, service levels, productivity, quality, customer satisfaction, and continuous improvement methodologies.

• Demonstrated ability to lead, motivate, and develop diverse teams in fast-paced environments.

• Excellent analytical, problem-solving, and decision-making skills.

• Advanced stakeholder management and communication capabilities.

• Fluency in Spanish is mandatory. Additional languages such as English and French are highly valued.

🔹 Key Responsibilities

• Lead and manage operational teams to achieve business objectives and service commitments.

• Monitor, analyze, and improve operational performance through KPI-driven management.

• Drive continuous improvement initiatives to enhance efficiency, quality, and customer experience.

• Coach, mentor, and develop team members to maximize engagement and performance.

• Prepare and present operational reports, insights, and recommendations to senior management.

• Ensure compliance with company standards, processes, and governance frameworks.