Job Description

Call Center Team Lead
Team Lead
Santana, San Jose

In the role of Team Lead, you will be responsible for managing the team of 15-20 team members, ensuring effective coaching is delivered to the team members, ensuring process compliance, 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.

Responsibilities:

Leading & Coaching team members in a call center environment
Coordinating trainings with the training team to ensure right skill sets are available to support the customer
Interviewing Customer Service reps based on behavioral and professional competency requirements, as necessary
Experience working with call center matrices and preparing action plans to improve performance of individuals or team.
Implementing career development/succession plans for direct reports and SMEs
Monitoring daily, weekly, monthly dashboards, as necessary to ensure compliance of agreed SLAs
Supervising allocation of work to agents without impacting the agreed turn around and to ensure that commitments on call volume, AHT are met.
Resolving escalations in a timely manner in the process in order to ensure strong customer relationship
Acted as a point of contact for the client and to have experience leading conversation with the client counter parts.

Qualifications
Basic

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 related experience in the call center

Preferred

Telecom Industry
Sales

Applicants for employment in Costa Rica. must possess work authorization which does not require sponsorship by the employer for a visa.
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.

Note: Applicants for employment in Costa Rica and must possess work authorization which does not require sponsorship by the employer for a visa.

Work Remotely:

This role is based out of Santana, San Jose and 100% on site.

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 43 delivery centers in 16 countries spread across 5 continents, with 56,864 employees from 107 nationalities, as of September, 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

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