Team Lead | BGC

INFOSYS BPM LIMITED Philippine Branch; Taguig; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Quarterly performance bonus

Leaves annually

HMO and life insurance for employee &

Career development opportunities

Great Place to Work certification

Job summary

Infosys BPM Philippines is seeking a Team Leader to supervise CSR associates in BGC, driving day-to-day performance and ensuring client commitments are met. The role includes mentoring, coaching, and handling escalations to maintain service quality.

You will oversee resource planning, performance management, and governance while coordinating with operations managers to secure necessary training and support. Onsite, rotating shifts, and rapid start are required.

Qualifications

• Bachelor’s degree in any course.
• Minimum experience of 4 years with customer service in the BPO/BPM industry.
• Willingness to work in rotational shifts.

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

Skills

Customer care operations

Team management

Coaching and mentoring

Verbal and written communication

Decision making and analytics

Problem solving & knowledge-base tools

Education

Bachelor's degree

Job description

Are you ready to make an impact? Join as a TEAM LEADER in BGC and jumpstart your career!

Summary/Description:

• Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.

• The role will also require the individual to motivate, mentor, coach and groom the team.

• Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

Key Qualifications:

• Amenable to work in shifting schedules.

• Amenable to work ONSITE (BGC Taguig).

• 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

• Bachelor’s degree in any course

• A minimum of 3 years in the role of 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

• Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire Outstanding career development opportunities and fast track career progression

• 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.