Team Lead- Customer Service at Infosys Limited in Aguadilla, Puerto Rico

Job Description:

Team Lead - Customer Service
Aguadilla, Puerto Rico

In this role you will prepares the service quality plan, manages team, ensures process compliances, resolution of escalations, KM 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

Responsibilities

• Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview IN ORDER TO enable the Manager to finalize the To-Be process


• Co-ordinates training for the team IN ORDER TO ensure right skilling


• Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, technology rollout) and ongoing monitoring for his specific process IN ORDER TO ensure budget & pricing assumptions compliance


• Identifies training needs for process executives and ensures training implementation for the specific process IN ORDER TO ensure competency development across domain, operations and behavioral


• Prepares the service quality plan including the quality control, assurance and improvement at his / her process level IN ORDER TO create a comprehensive quality program for the specific process


• Prepares / signs off on the KRAs / deliverables of the team IN ORDER TO meet the operational objectives of his / her team


• Implements career development & succession plan for the direct reports IN ORDER TO ensure sustainable employee engagement & motivation within the team


• 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


• Monitors / ensures process compliance and periodically update SOP changes as required as part of the quality plan IN ORDER TO ensure adherence to process steps


• Resolves escalations from the process owners IN ORDER TO ensure strong customer relationships


• Prepares the team level / process level requirements for self-assessment IN ORDER TO ensure delivery predictability for the specific process

Basic Qualifications

• High School Diploma or GED Equivalent


• At least 4 years of relevant work experience

• Fully Bilingual (read, write, and speak)


• Full availability including weekends


• Highly adaptable team player

• Extremely organized, Strong attention to details


• Problem solving abilities


• MS Office proficient.


• Able to work overtime as business needs dictate


• First class business communication skills - verbal and written


• Ability to work with minimal supervision


• Provide support to Operations lead in team management


• Mentoring of team members

Who We Are
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 56,541 employees from 107 nationalities, as of December, 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 BPM 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.