Team Lead (Customer Service) - Alabang

Infosys BPM Philippines; Muntinlupa; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

HMO for employee and dependents

Quarterly performance bonus

24 Leaves Annually

Job summary

Infosys BPM Philippines in Alabang is hiring a Team Lead to supervise a team of CSR associates in a BPO setup. You will mentor, coach, and drive day-to-day performance while ensuring compliance and client commitments. This role requires 4+ years in customer service, strong communication, and leadership in rotating shifts.

On day one, enjoy HMO for you and 2 dependents, quarterly bonuses, and 24 annual leaves. Onsite work and growth opportunities are offered by Infosys.

Qualifications

• Minimum 4 years experience in customer service in the BPO/BPM industry.
• Bachelor's degree in any course.
• Must have handled a team of agents doing voice or inbound calls.
• Willingness to work in rotational shifts.
• Amenable to work onsite (Alabang).

Responsibilities

• Manage a team of CSR associates and oversee day-to-day delivery and performance.
• Motivate, mentor, coach and groom the team.
• Own all customer escalations and complaints and ensure resolutions.
• Regularly plan resources, performance management and attrition management.
• Coach and develop team members and bridge knowledge gaps.
• Handle client escalations and governance and interact with operations managers.

Skills

Team Management

Coaching

Communication Skills

Decision Making

Problem Solving

Education

Bachelor's degree

Job description

Are you ready to make an impact? Join as a Team Lead 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 (Alabang).
• 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
• Bachelors degree in any course
• A minimum of 3 years in the role of a Team Leader – MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.
• 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
• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• 24 Leaves Annually

“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 age, 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.”