Team Lead - Customer Service - US

Infosys Indianapolis , IN 46218

Posted 6 days ago

Job Description:

Team Lead

Call Center

Indianapolis, IN

In the role of Team Lead, you will be responsible for preparing the service quality plan, manage the team, ensure process compliance, resolution of escalations, 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 within the guidelines, policies and norms of Infosys.

In this role you will be responsible for transition coordination, resource planning and training, performance management of the team, Service level agreement and process compliance, knowledge management, process re-engineering, resource optimization and overall governance of the team.

Responsibilities Include:

  • Supervise day-to-day team performance and work assignments, including planning directing, supervising, evaluating workflow and contributing to discussions related to hiring, progressive discipline, and terminations

  • In coordination with Operations Managers, meet department objectives, mentoring junior team members appropriately

  • Maintains a thorough working knowledge of clientele (internal and external, as delegated) and respective projects in order to provide appropriate leadership to team members leading to the completion of expected operational metric requirements and production.

  • Recommends operational improvements and responsible for day-to-day application of policies and procedures.

  • Hire, develop, coach, lead and retain top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction.

  • Completes all responsibilities as outlined on annual Performance Plan.

Qualifications

Basic

  • High School Diploma

  • At least 4 years of relevant experience

Preferred

  • Bachelor's degree

  • Prior supervisory experience in an outbound customer contact, service, sales or collections environment with demonstrated analytical and problem-solving skills and proven ability to effectively coach and mentor team members on retrieval techniques and metrics. Demonstrable skills related to delivering frequent feedback related to work performance.

  • Mastery of workflow and proprietary systems

  • Strong organizational skills and high attention to detail, with proficient skills in Microsoft Office (Word, Excel, Outlook).

  • Excellent written and verbal communication skills, leadership/teambuilding and motivational skills with demonstrable background in establishing and tracking defined key metrics

  • A wide degree of creativity and latitude is expected

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

About Us

Infosys BPO Americas, LLC (IBA) headquartered in Atlanta GA, is a fully owned Mortgage BPO subsidiary of Infosys BPM Ltd. IBA aims to provide residential mortgage BPO services to third party financial institutions. Keeping in line with the success and the history of the parent, the Company will utilize its experienced leadership, robust technical and systems knowledge to drive innovation to financial institutions.

Backed by the stalwarts in BPO (Infosys BPM Ltd.) and Technology (Infosys Ltd.), IBA is positioned perfectly to help its partners achieve optimal results in the mortgage outsourcing space.

Infosys BPM Ltd., the business process management (BPM) subsidiary of Infosys Ltd, was established in April 2002. We offer integrated end-to-end transformative BPM services, and have journeyed through the table-stakes of effectiveness and efficiency with an ever-increasing focus on enhancing stakeholder experience and empathy. We enable clients to navigate their digital journey, operating from 32 delivery centers across 16 countries. We employ over 43,360 people from over 100 nationalities, as of March, 2020.

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 NASSCOM, 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.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

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Team Lead - Customer Service - US

Infosys