Team Lead - Clark Site

Are you ready to make an impact Join Infosys BPM as a Team Lead and jumpstart your career!

Education and other requirements:

Minimum experience of 4 years with customer service in the BPO/BPM industry

Minimum of 2 years experience handling Financial Account (Fraud, Care, CC Collections) is a must,

Bachelor's degree in any course or relevant experience

A minimum of 3 years in the role of a Team Leader.

Willingness to work in rotational shifts

Job Responsibilities:

Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.

Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues

Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution

Regularly formulate and execute internal and external governance

Effectively handle client escalations and formulate actions to resolve any concerns

Work with the operations managers to obtain necessary resources like training and support for the team's requirements

Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams

Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets

Familiarize the team with the latest process update and changes, team and individual targets

Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines