BPO Team Leader – Operations Management

About the role

NTT DATA is looking for an experienced BPO Team Leader to drive operational excellence across its customer operations. You will lead a high‑performing team, ensure service commitments are met, and continuously improve processes.

Key responsibilities

• Lead and manage operational teams to achieve business objectives and service level agreements.
• Monitor, analyze and improve performance using KPI‑driven management.
• Initiate and oversee continuous improvement projects to boost 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.

Required profile

• Minimum 5 years of experience leading teams in BPO, BPS, Shared Services or Customer Operations environments.
• Strong expertise in performance management and operational governance.
• Solid understanding of operational KPIs, service levels, productivity, quality, customer satisfaction and continuous improvement methodologies.
• Proven ability to lead, motivate and develop diverse teams in fast‑paced settings.
• Excellent analytical, problem‑solving and decision‑making skills.
• Advanced stakeholder management and communication capabilities.
• Fluency in Spanish is mandatory; English and French are highly valued.

Required skills

What we offer

• Opportunity to work with a global leader in technology and services.
• Dynamic environment focused on professional growth and continuous improvement.