Req ID: 395065
We are currently seeking a BPO Team Lead to join our team in Chicago, Illinois (US-IL), United States (US).
Position SummaryThe
BPO Team Lead /Service Center Lead is responsible for supporting the daily operations of the CIT/WET team and serving as a backup to the Service Center Manager. This role provides operational leadership, coordinates customer escalations, supports team productivity, facilitates communication across departments, and helps ensure employees remain current on applicable policies, procedures, and training requirements.
Location: onsite Chicago, IL
Key Responsibilities- Leadership & Operational Support: Serve as backup to the Service Center Manager, including handling in-person escalations involving general billing, FPC, UBR, and related matters.Oversee the day-to-day operations of the CIT/WET team.Provide guidance and support to team members to help ensure productivity targets are met.Support Utility Billing Supervisor escalations as needed.Serve as a liaison between teams and the client.
- CIT/WET Coordination & Customer Escalations: Facilitate CIT/WET meetings, reporting, follow-ups, and coordination with other departments.Work with appropriate departments to address and resolve customer inquiries and escalated issues.Support FPC-related issues through CIT, including MIMO processing and completion.Implement escalation processes and coordinate cross-departmental efforts to resolve escalated matters
- Performance Monitoring & Reporting: Monitor and report key performance indicators to leadership.Organize and maintain appropriate records associated with CIT/WET activities.Present operational findings and relevant information to leadership to support strategic decision-making.
- Training & Team Development: Contribute to the development and delivery of applicable training programs for new and existing team members.Ensure team members remain current on applicable policies and procedures.Conduct regular training assessments and adjust training programs as needed.Provide feedback and coaching to support continuous improvement.
- Communication & Compliance: Facilitate clear and timely communication within the team.Communicate updates regarding policies, procedures, and applicable operational changes.Ensure compliance with document retention requirements, when applicable.
- Desired competencies: Leadership and team coordinationCustomer escalation managementStrong verbal and written communicationProblem-solving and sound judgmentCross-functional collaborationTraining and coachingOrganization and documentationPerformance monitoring and operational reportingAbility to manage multiple priorities in a fast-paced service environment
Minimum Requiements - A minimum of 5 years of customer service, real estate, sales experience, or serving the public.
- A minimum of 5 years of job experience handling direct reports and driving staff improvement.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $66,000 to $99,858. Actual compensation will depend on a few factors, including the candidate's relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation. 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 AD&D 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.
#INDPUBLIC
