Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years.
We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos, ensuring sustainable value creation for our clients and team members.
As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. We embed these values into every aspect of our operations—aligning business success with a positive impact on our clients, people, and communities.
Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission. We believe that building inclusive, equitable teams is not only the right thing to do—it is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices, continuous learning programs, and regular equity assessments to ensure a fair and empowering workplace for all.
Key Responsibilities
- The Team Leader can be part of the production team if the team size is between 3-5 however as the team gets bigger the role of the TL would be more of a supervisory role with the functions defined as follows.
- Manage and supervise a team of Customer Experience, ensuring daily tasks and projects are completed accurately and on time.
- Train new team members on processes, procedures, and software systems.
- Monitor team performance, provide constructive feedback, and conduct performance evaluations.
- Develop and implement efficient workflows and standard operating procedures (SOPs) to streamline Customer Experience processes.
- Maintain schedules and assignments, ensuring workload distribution is balanced and deadlines are met.
- Resolve complex issues or escalated inquiries from team members, providing guidance and solutions as needed.
- Collaborate with other departments or teams to enhance Customer Experience processes and cross-functional efficiency.
- Ensure compliance with data integrity and security policies, maintaining confidentiality of sensitive information.
- Prepare regular reports on team performance metrics, productivity, and quality standards.
Requirements
Job Requirements and Credentials:
- Graduate of a 4 year course.
- At least 2 years supervisory experience in managing a team in a BPO/Shared Services Environment.
- Excellent communication skills in English, both written and verbal. B2 CEFR.
- Keen attention to detail, ensuring precision and accuracy in all tasks and deliverables.
- Strong problem-solving skills with the ability to analyze issues, identify solutions, and implement effective resolutions.
- Demonstrated computer literacy with a solid understanding of commonly used software and applications, such as Microsoft Office Suite (Word, Excel, PowerPoint) and email platforms.
- Strong customer service orientation and ability to provide empathetic assistance to end-users.
- Must have appropriate understanding of the nature of work assigned.
- Must possess leadership and management capabilities.
