Job details

Country

USA

State / Region / Province

Puerto Rico

Work Location

Aguadilla, PR

Domain

Operations

Interest Group

IBPO Puerto Rico

Company

IBPO USA

Requisition ID

127848BR

Job description

Team Lead-Customer Service
Job Type: Full Time, Onsite
Location: Aguadilla, Puerto Rico

Role summary:
In the role of Team Lead, you will be responsible for preparing the service quality plan, manage the team, ensure process compliances, resolution of escalations, Knowledge Management Compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview within the guidelines, policies, and norms of Infosys. Manage a team of executives in customer service operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team including not limited to Performance Management, People Management, Shift Adherence, Escalation Management. Preferred experience of Mobility/ Wireless Phone issues Knowledge and environment


Qualifications
BasicHigh School Diploma or GED EquivalentAt least 4 years of relevant work experience
PreferredKnowledge of Customer care operations Experience of Mobility/Wireless Phone issues knowledge and environment Experience in managing teamsAble to coach, mentor, motivate and interact with peopleExcellent verbal and written communications Strong decision making and analytical ability Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

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 issuesPartner 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 CustomersHandle User/customer escalations and formulate actions to resolve any concerns and ownership till resolutionRegularly formulate and execute internal and external governance
About Us

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 company’s integrated IT and BPM solutions approach 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 improvements, process reengineering, automation, 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 58,090 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 company’s 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.