Team Leader

Infosys Limited; Hartford (CT); On-site; USD 65,000 - 90,000; Full time

Job summary

Infosys BPM Limited in Hartford, CT, seeks a capable Team Lead to supervise day-to-day customer service operations, drive performance, ensure process and KM compliance, and own customer escalations.

You will coach and develop agents, coordinate with Sales, NBSC, and other units, and implement improvement initiatives to enhance customer experience.

Qualifications

• High School Diploma or GED required.
• At least 4 years of experience related to the job description.

Responsibilities

• Manage teams including resource planning, career planning and performance management.
• Coach and develop team members and bridge knowledge gaps.
• Partner with Sales, Business Care Managers and NBSC Voice representatives to ensure customer satisfaction.
• Handle user/customer escalations and drive resolution with ownership to completion.
• Formulate and execute internal and external governance.
• Handle client escalations and drive resolution of concerns.
• Coordinate with operations managers to obtain training and resources for the team.
• Conduct quality assessment of agents’ performance and identify trends for improvement.
• Ensure team members have knowledge and training to meet targets.
• Familiarize the team with latest process updates and changes, and set team/individual targets.
• Identify process improvement ideas and mentor teams on implementation (Six Sigma/lean).
• Team leads will have program-level customer experience targets to achieve.

Skills

Team leadership

Customer service

Escalation management

Performance coaching

Process improvement

Quality assurance

Education

High School Diploma or GED

Job description

In this role, you will manage a team of executives in customer service operations. Main objective of the role will be to supervise the day‑to‑day delivery and performance of the team. Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

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
• Partner with other functional areas within (Sales, Business Care Managers, NBSC Voice representatives, etc.) to ensure Customer satisfaction; provide Customer care support for other areas of Client that are working with Customers
• 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
• Team leads will have program level customer experience targets to achieve.

Basic Qualifications:

High School Diploma or GED Equivalent

At least 4 years of experience relating to the job description

Preferred Qualifications:

• A minimum of 1 year in the role of a Team lead in Customer Service Operations
• Willingness to work in rotational shifts
• Experience in working in Customer Service/ Tech support process providing support to customers on their post sales queries, initial troubleshooting, billing/reporting product support, billing inquiries/issues, payment processing, account and Service Level changes such as rate plans, features, etc. (single transaction and bulk changes), equipment troubleshooting and upgrades, network troubleshooting, general service information, international calling/roaming support and migrations, and warranty exchange.

About Us

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting‑edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR‑specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/Nationality

Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.