Team Lead
Team Lead
Posted on :
28-06-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
28-06-2025
Job Description
Team Lead
In the role of Team Lead you will manage a team of executives in customer service operations. The main objective of the role will be to supervise the day-to-day delivery and performance of the team. Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.
Responsibilities:
Infosys BPM Limited a wholly owned subsidiary of Infosys Limited (NYSE: INFY) provides end-to-end transformative business process management (BPM) services for its clients across the globe. The companys integrated IT andBPM solutionsapproach enables it to unlock business value across industries and service lines and address business challenges for its clients. Utilizing innovative business excellence frameworks ongoing productivity improvementsprocess reengineeringautomation and cutting-edge technology platforms Infosys BPM enables its clients to achieve their cost reduction objectives improve process efficiencies enhance effectiveness and deliver superior customer experience.
Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents with 58090 employees from 111 nationalities as of June 2024.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years from key industry bodies and associations like the Outsourcing Center SSON and GSA among others. Infosys BPM also has very robust people practices as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice on the basis of its industry leading HR best practices. The companys senior leaders contribute widely to industry forums as BPM strategists.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race color religion sex sexual orientation gender identity national origin protected veteran status spouse of protected veteran or disability.
In the role of Team Lead you will manage a team of executives in customer service operations. The main objective of the role will be to supervise the day-to-day delivery and performance of the team. Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.
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
- Partner with other functional areas within (Sales Business Care Managers NBSC Voice representatives etc.) to ensure Customer satisfaction; provide Customer care support for other areas of Client that are working with Customers
- 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 teams 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
- Team Leads will have program level customer experience targets to achieve.
- Identify process improvement ideas mentor team members on implementing improvement ideas/Six sigma/lean projects
- Team Leads will have program level customer experience targets to achieve.
- High School Diploma or GED or equivalent
- Minimum of 4 years of related experience related to the job description
- 2-3 years of experience in working in Customer Service/Tech Support process - providing support to customers on their post sales queries initial troubleshooting billing/reporting product support billing inquiries/issues payment processing account and Service Level changes such as rate plans features etc. (single transaction and bulk changes) equipment troubleshooting and upgrades network troubleshooting general service information international calling/roaming support and migrations and warranty exchange.
- 1 year in the role of a Team Lead in Customer Service Operations
- Customer service operations with preferred experience in Mobility/Wireless Phone issues knowledge and environment
- Willingness to work in rotational shifts
Infosys BPM Limited a wholly owned subsidiary of Infosys Limited (NYSE: INFY) provides end-to-end transformative business process management (BPM) services for its clients across the globe. The companys integrated IT andBPM solutionsapproach enables it to unlock business value across industries and service lines and address business challenges for its clients. Utilizing innovative business excellence frameworks ongoing productivity improvementsprocess reengineeringautomation and cutting-edge technology platforms Infosys BPM enables its clients to achieve their cost reduction objectives improve process efficiencies enhance effectiveness and deliver superior customer experience.
Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents with 58090 employees from 111 nationalities as of June 2024.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years from key industry bodies and associations like the Outsourcing Center SSON and GSA among others. Infosys BPM also has very robust people practices as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice on the basis of its industry leading HR best practices. The companys senior leaders contribute widely to industry forums as BPM strategists.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race color religion sex sexual orientation gender identity national origin protected veteran status spouse of protected veteran or disability.
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
