Job Description

Call Center Team Lead
Team Lead
Santana, San Jose

In the role of Team Lead, you will be responsible for managing the team of 15-20 team members, ensuring effective coaching is delivered to the team members, ensuring process compliance, resolution of escalations, knowledge management Compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview within the guidelines, policies and norms of Infosys.

Responsibilities:

• Leading & Coaching team members in a call center environment
• Coordinating trainings with the training team to ensure right skill sets are available to support the customer
• Interviewing Customer Service reps based on behavioral and professional competency requirements, as necessary
• Experience working with call center matrices and preparing action plans to improve performance of individuals or team.
• Implementing career development/succession plans for direct reports and SMEs
• Monitoring daily, weekly, monthly dashboards, as necessary to ensure compliance of agreed SLAs
• Supervising allocation of work to agents without impacting the agreed turn around and to ensure that commitments on call volume, AHT are met.
• Resolving escalations in a timely manner in the process in order to ensure strong customer relationship
• Acted as a point of contact for the client and to have experience leading conversation with the client counter parts.

Qualifications
Basic

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.

• At least 4 years of related experience in the call center

Preferred

• Telecom Industry
• Sales

Applicants for employment in Costa Rica. must possess work authorization which does not require sponsorship by the employer for a visa.
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

Note: Applicants for employment in Costa Rica and must possess work authorization which does not require sponsorship by the employer for a visa.

COVID-19 Considerations:

Masks are required to enter the office. Extra screening, sanitation and disinfecting procedures are in place.

Work Remotely:

This role is based out of Santana, San Jose and 100% on site.

About Us

Infosys BPO (www.infosysbpo.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPO focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process reengineering. Infosys BPO operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia, and as of December 31, 2014, employs over 50,000 people.

Infosys BPO has been consistently ranked among the leading BPO companies and has received multiple awards and recognitions from key industry bodies and associations. Infosys BPO 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 BPO strategists.

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