Team Lead

Infosys BPM; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Quarterly Performance Bonus

24 Leaves annually

Learning and Development Trainings

Great place to work certified

Job summary

Infosys BPM Philippines is seeking a Team Lead for BGC to drive performance and ownership in a fast-paced customer care environment.

You will manage teams, coach members, handle escalations, and partner with operations to ensure service levels while working onsite in BGC on rotating shifts. This role requires 4+ years BPM experience and leadership capabilities.

Qualifications

• Minimum 4 years' experience in customer service within the BPO/BPM industry.
• Bachelor's degree in any course.
• Experience in HR or Recruitment services is a plus.
• Willingness to work in rotational shifts.
• Amenable to onsite at BGC.

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 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

Skills

Team leadership

Team management

Coaching

Communication

Decision making

Problem solving

Knowledge bases/tools

Education

Bachelor's degree

Job description

Are you ready to make an impact? Join Infosys BPM as a Team Lead for BGC and jumpstart your career!

Key Qualifications:

• Amenable to work in shifting schedules.
• Amenable to work ONSITE (BGC).
• Able to start ASAP

General Knowledge & Skills:

• Knowledge of Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Education and other requirements:

• Minimum experience of 4 years with customer service in the BPO/BPM industry
• Experience in HR or Recruitment services is a plus
• Bachelor's degree in any course
• A minimum of 3 years in the role of a Team Leader.
• Willingness to work in rotational shifts

Job 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

Why Infosys BPM Philippines:

• Quarterly Performance Bonus
• 24 Leaves annually
• Enjoy a fair work-life balance.
• Learning and Development Trainings
• We value Inclusion and Diversity
• Great place to work certified.

“ We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines”