Team Lead

Duties and Responsibilities

• Manages staff. Provides guidance, training, and motivation as necessary to develop staff. Hires, evaluates, and counsels crew. Follows corporate disciplinary procedures per established standards as required. Sets performance standards, reviews performance, provides feedback, and recommends wage increases in accordance with all applicable Human Resources policies and procedures.

• Exhibits effective internal and external client relationship management as demonstrated through email, phone, and face-to-face interaction with your team and business partner’s management team. Builds strategic relationships across sites and divisions; welcomes debate and is collaborative.

• Identifies and creates awareness around intraday, daily, and week ahead staffing opportunities by making recommendations for maximizing resource utilization for the purpose of achieving the desired service level outcome. Leverages knowledge, collaborates and influences clients to help drive process improvements.

• Maintains awareness of business goals, initiatives, and priorities to ensure that appropriate operational considerations are being made when planning for the next day, week, and/or month.

• Demonstrates functional knowledge and expertise of all workforce management systems, so that they may determine more effective ways to utilize the tools, and where appropriate, adequately support the team (may use Aspect, eScheduler, Genesys, Cognos, CC Pulse, Avaya, RTA, etc.).

• Maintains an awareness around external forces (industry related news) that could drive phone volumes and impact clients.

• Maintains effective peer working relationships to share best practices and foster collaboration across client teams. Supports and assists all contingency events related to loss of people, building, and/or systems and communicates as needed to clients. Complies with all corporate information security standards.

• Manages timing and scheduling of all phone and non-phone activities including, but not limited to: Contingency plans, phone coverage, and Swiss Army. Initiates and implements process improvements.

• Generates a variety of standard and ad hoc reports for management regarding Call Center operations.

• Develops crew by setting aggressive goals, rewarding progress, and holding crew and self accountable to the standards of their role

• Participates in special projects and performs other duties as assigned.

Qualifications:
Basic

• An undergraduate degree or equivalent combination of training and experience.

• Minimum of three years call center operations experience or two years call center management experience

Preferred:

• Contact/Call Center Management experience

• Client relationship management

• Problem resolution

• Process improvement

• Coaching/Mentoring

• Risk mitigation

• Conceptual thinking

• Fully Bilingual if needed – Spanish and English.

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

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.