Team Lead - Aetna at Infosys Limited in Indianapolis, Indiana

Job Description:

Team Lead - Customer Service
As a Team Lead you will prepare the service quality plan, manage teams, ensure process compliance, resolution of escalation, knowledge management compliance with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview and written guidelines, policies and norms of Infosys BPM.

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

• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.


• At least 4 years of relevant experience

• Analytical and Problem-solving skills


• Time Management Skills


• Great Communication and Relationships Skills


• Aptitude

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 42 delivery centers in 16 countries spread across 5 continents, with 57,908 employees from 124 nationalities, as of June, 2023.

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.