Senior Team Lead, Financial CS Ops

INFOSYS BPM LIMITED Philippine Branch; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

HMO coverage

Bonus program

Career development

24 leaves

Job summary

Infosys BPM Philippines seeks an Assistant Manager – Financial CS at Alabang to lead a team of CSR associates and junior team leads in a high-volume BPO environment. You will supervise day-to-day delivery, motivate and coach the team, and own customer escalations while ensuring compliance with client and internal commitments.

The role requires 6+ years in customer service, a bachelor's degree, and at least 2 years in a Sr. Team Leader/Assistant Manager role in voice LOB.

Qualifications

• Minimum 6 years in customer service in the BPO/BPM industry.
• Bachelors degree in any course.
• At least 2 years as Sr. Team Leader/Assistant Manager in a voice LoB.
• Willingness to work in rotational shifts.
• Amenable to work onsite in Alabang.

Responsibilities

• Effectively manage teams including 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.
• Ensure that the team members have the necessary knowledge and training to deliver on targets.
• Familiarize the team with the latest process updates and changes, targets.
• Identify process improvement ideas and mentor team on lean projects.

Skills

Customer care operations

Team management

Coaching and mentoring

Verbal and written communication

Decision making

Problem solving

Education

Bachelor's degree

6+ years in BPO experience

Job description

Infosys BPM Philippines seeks an Assistant Manager – Financial CS at Alabang to lead a team of CSR associates and junior team leads in a high-volume BPO environment. You will supervise day-to-day delivery, motivate and coach the team, and own customer escalations while ensuring compliance with client and internal commitments.

The role requires 6+ years in customer service, a bachelor's degree, and at least 2 years in a Sr. Team Leader/Assistant Manager role in voice LOB.