Contact Center Team Lead

Infosys McCamish Systems; Atlanta (GA); Hybrid; USD 100,000 - 125,000; Full time

Job summary

Join a dynamic team as a Process Lead in Atlanta, where you will play a pivotal role in ensuring operational excellence. This position involves monitoring work requests, facilitating new processes, and training team members, all while becoming a Subject Matter Expert in relevant systems. You'll collaborate closely with clients to clarify requests and maintain high service standards. With a focus on quality control and productivity metrics, you will contribute to enhancing team effectiveness in a supportive and innovative environment. This is an exciting opportunity to make a significant impact in the insurance and financial services sector.

Qualifications

• 3+ years of experience in the BPO sector.
• Fluent in Spanish, both speaking and reading.

Responsibilities

• Monitor incoming work requests for accuracy and completeness.
• Train new team members and assist in documenting processes.
• Facilitate new processes and ensure compliance with client standards.

Skills

Prioritization skills

Collaboration skills

Microsoft Suite

Analytical skills

Education

Bachelor’s degree or foreign equivalent

Job description

Direct message the job poster from Infosys McCamish Systems

Process Lead @ Infosys BPM

Job Description:

Process Lead

Location: Atlanta, GA (Hybrid)

Infosys McCamish – Process Lead – BPM

As a Process Lead, you will monitor incoming work requests for instruction accuracy and completeness and be responsible for working with the client to supplement or clarify incomplete or ambiguous requests. You will facilitate new processes and procedures, working with your supervisor/manager to define workflows that ensure efficient and accurate processing. You will assist in integrating these new processes into existing operations and become a Subject Matter Expert in relevant processes and systems.

You will train new team members in operational functions, track and report productivity service measurements, and assist in monthly Metrics Reporting for work volume and accuracy.

Responsibilities:

• Monitor incoming work requests for instruction accuracy and completeness.
• Work with the client to supplement or clarify incomplete or ambiguous requests.
• Monitor workflow and deliverable dates to ensure compliance with client service standards.
• Perform quality control review of processed work and client deliverables.
• Track audit results to improve individual performance and develop system enhancements.
• Train new team members in operational functions, client-specific procedures, and service level agreements.
• Facilitate new processes and assist in integrating these into existing operations.
• Track and report productivity service measurements to improve team effectiveness.
• Assist in documenting client-specific processes and procedures.
• Assist in monthly Metrics Reporting for volume and accuracy of work.
• Support in the resolution of escalations/complaints and interface with customers to clarify issues.
• Ensure production processes are maintained daily.

Skills Required:

• Excellent prioritization skills.
• Team player with great collaboration skills.
• Strong understanding of system tools, especially Microsoft Suite.

Qualifications:

Basic:

• Bachelor’s degree or foreign equivalent from an accredited institution.
• At least 3 years of relevant work experience in the BPO sector.
• Spanish speaking and reading are required.

Preferred:

• Strong understanding of Advisor/Client relationships.
• Two years in a client-facing role or as a lead.
• Knowledge of the insurance and/or financial industry.
• Experience in the Financial Services sector working with data or trade processing.
• Analytical skills.
• Good understanding of McCamish Systems’ functionality.

Note:

1. Applicants must possess work authorization in the U.S. that does not require sponsorship.

2. The job entails sitting and working at a computer for extended periods. Communication by telephone, email, or face-to-face is required.

About Us:

Infosys McCamish Systems, located in Atlanta, Georgia, is the Life Insurance and Retirement Services subsidiary of Infosys BPM Limited. We have a proven track record in business solutions and serve many top U.S. insurers.

U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Finance, Management, and Training

Industries

Insurance and Financial Services