Team Lead 4A - Travelers

Infosys

15d

About The Position

Manage a team of executives in customer service operations and supervise the team’s day-to-day delivery and performance. Ensure process and knowledge-management compliance, meet client and internal commitments, and own customer escalations and complaints. Team leads are responsible for achieving program-level customer experience targets.

Requirements

High school diploma or GED equivalent.
At least 4 years of experience relating to the job description.

Nice To Haves

At least 1 year of experience as a Team Lead in Customer Service Operations.
Willingness to work rotational shifts.
Experience in a customer service or technical support process supporting post-sales customer queries, initial troubleshooting, billing and reporting product support, billing inquiries and issues, payment processing, account and service-level changes, equipment troubleshooting and upgrades, network troubleshooting, general service information, international calling and roaming support, migrations, and warranty exchanges.

Responsibilities

Manage teams, including resource planning, career planning, performance management, and attrition management.
Coach and develop team members, bridge knowledge gaps, and address skill and motivation issues.
Partner with functional areas, including Sales, Business Care Managers, and NBSC Voice representatives, to support customer satisfaction and provide customer care support to other client areas.
Handle user and customer escalations, formulate resolution actions, and maintain ownership through resolution.
Formulate and execute internal and external governance regularly.
Handle client escalations and formulate actions to resolve concerns.
Work with operations managers to obtain resources such as training and support for team requirements.
Assess agents’ performance quality and identify trends and improvement actions for agents and teams.
Ensure team members have the knowledge and training needed to meet their targets.
Keep the team familiar with process updates and changes, team targets, and individual targets.
Identify process improvement ideas and mentor team members in implementing improvement ideas and Six Sigma or Lean projects.
Achieve program-level customer experience targets.