BPO Team Lead

NTT DATA Services • Chicago, IL

5d • $66,000 - $99,858 • Onsite

About The Position

The BPO Team Lead, also referred to as Service Center Lead, supports the daily operations of the CIT/WET team and serves as backup to the Service Center Manager. The 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. This position is onsite in Chicago, Illinois.

Requirements

• At least 5 years of customer service, real estate, sales experience, or experience serving the public.
• At least 5 years of job experience handling direct reports and driving staff improvement.
• Leadership and team coordination skills.
• Customer escalation management skills.
• Strong verbal and written communication skills.
• Problem-solving skills and sound judgment.
• Cross-functional collaboration skills.
• Training and coaching skills.
• Organization and documentation skills.
• Performance monitoring and operational reporting skills.
• Ability to manage multiple priorities in a fast-paced service environment.

Responsibilities

• 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 and guide team members in meeting productivity targets.
• Support Utility Billing Supervisor escalations as needed and serve as a liaison between teams and the client.
• Facilitate CIT/WET meetings, reporting, follow-ups, and coordination with other departments.
• Work with appropriate departments to address customer inquiries and resolve 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.
• Monitor and report key performance indicators to leadership.
• Organize and maintain records associated with CIT/WET activities.
• Present operational findings and relevant information to leadership to support strategic decision-making.
• Contribute to the development and delivery of training programs for new and existing team members.
• Ensure team members remain current on applicable policies and procedures, assess training needs, and adjust training programs as needed.
• Provide feedback and coaching to support continuous improvement.
• Facilitate clear and timely communication within the team and communicate updates regarding policies, procedures, and operational changes.
• Ensure compliance with document retention requirements, when applicable.

Benefits

• 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 401(k) program with company match.
• Additional voluntary or legally required benefits.
• The position may be eligible for incentive compensation based on individual and/or company performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed