Team Leader- Customer Service - International
- Infosys BPM
- 4 - 9 years
- Pune
- 4 years ago
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Job Description
Dear Candidate,
Greetings!
We have come across your job portal profile and found it suitable for one of our openings at Infosys BPM, Pune and Bangalore.
INFOSYS BPM is hiring for Team Leader Customer Service for Inbound / Outbound Contact Center.
Please find the details below.
Role Designation: Team leader.
Required Experience: 4 to 7 Years relevant experience in Customer Service.
Job Description Team Leader Customer Service for Inbound / Outbound Contact Center.
Responsibilities: -
1. Transition Coordination: Process definition & documentation:
Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview to enable the Manager in finalizing the to-be process.
2. Operations: Manpower Training:
Identifies training needs for process executives and ensures training implementation for the specific process to ensure competency development across domain, operations and behavioral.
3. Operations: Resource Planning (People, Infrastructure etc.):
Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, and technology rollout) and ongoing monitoring for his specific process to ensure budget & pricing assumptions compliance.
4. Talent Management (People Management):
Implements career development & succession plan for the direct reports in order to ensure sustainable employee engagement & motivation within the team
5. Knowledge Management:
Ensures compliance to the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices etc. in order to capture and maintain tacit knowledge.
6. SLA Compliance:
Monitors daily dashboards / Conducts daily huddles to prioritize for the day, weekly SLA review with his team, provides guidance and support to the team in order to ensure delivery predictability.
7. Quality Planning (QC/QA):
Prepares the service quality plan including the quality control, assurance and improvement at respective process level to create a comprehensive quality program for the specific processes
8. Operations: Service Delivery
- To keep the performance standards high daily call monitoring and providing feedbacks to the team members. Also performing additional monitoring if required as per business needs.
- Coaching team members as per minimum work standards and providing them continuous support.
- Responsible to drive the team members to meet team targets on a daily basis and achieve the goals set for the project (both quantitative and qualitative).
- Set SMART goals for team members based on client SLA.
- Ensure timely completion of monthly one to one review.
- Conduct audits and dipsticks from time to time to identify gaps in the process.
- Identify areas for improvement within the team and come up with corrective and preventive action.
9. Operations: Floor Engagement
Keep the team motivated by performing various floor engagement activities within in limited boundaries. Thinking out of the box to keep the team members engaged with the process.
Educational Requirements (Must have)
- Graduate with minimum 4 years of experience.
Experience Requirements (Must have)
- Minimum of 12 months team handling experience with a reputed international BPO / BPM voice customer service or sales process.
- Candidate should have handled a team size of minimum 10 + FTEs.
- Must have handled pressure situations and open for flexible 24 X 7 work environments. Should be open for weekend and night shifts.
- Should have done performance appraisals in past.
- Candidates with experience in UK banking credit card division will be preferable.
Primary Skill
- Strong communication skills
- Strong relationship management skills.
- An eye for detail
- Excellent analytical skills
- Customer Orientation
- Collaboration and Team Working
- Stakeholder management and in cross cultural context
Job Location: Pune and Bangalore.
Note: Please mention "DS-Avijit" top of your CV before submitting your candidature.
Interview Date & Time: Will update you once CV shortlisted.
Interview mode: Telephonic OR Video conference.
Contact person-Avijit Ghosh.
Email Id: av***********4@in****s.com
As a precautionary measure for COVID-19, We also encourage you to attend interview through Telephonic / Skype / Webex VC. Along with CV, kindly share your contact details, Skype ID and availability for interview.
Thanks & Regards,
Recruitment team
Infosys-BPM
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required, Any Postgraduate in Any Specialization
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required
Contact Details:
Company: InfosysAddress: Infosys BPM Ltd
Location(s): Pune
Website: https://www.infosysbpm.com
Keyskills: Team Handling Customer Service International Voice Process International Call Center Contact Center Voice Process International BPO
Infosys BPM
Infosys BPM, the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, P...
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