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Team Lead

Infosys Technologies

This is a Full-time position in Indianapolis, IN posted November 23, 2021.

Job Description

Vendor Support Desk Team Lead
Indianapolis, IN
 
In the role of Team Lead, you will be responsible for preparing the service quality plan, manage the team, ensure process compliance, resolution of escalations, Knowledge Management Compliance 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.

In this role you will be responsible for transition coordination, resource planning and training, performance management of the team, Service level agreement and process compliance, knowledge management, process re-engineering, resource optimization and overall governance of the team.

 
Responsibilities Include:

 

  • Manage a small team of 8-10 FTE’s and their performance.
  • Be the Single point of contact for Client Communication, Reporting and Business reviews
  • Manage customer escalations and critical complaints
  • Coordinate with Client to design the process flow and train the team of any process changes
  • Good Written and Verbal Communication Skills Must

Qualifications
Basic

  • High School Diploma
  • At least 4 years of relevant experience

Preferred

  • Previous Sourcing and Procurement Experience
  • Strong analytical and organizational skills with great attention to detail
  • Ability to grasp concepts quickly
  • Flexibility to adapt to frequently changing processes and procedures
  • Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
  • Understanding of Call Center telephony and technology
  • Customer focused interpersonal skills
  • Ability to multitask and prioritize issues
  • Communication Skills

Note: Applicants for employment in the U.S.

must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

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.

COVID-19 Considerations:
Vaccination required.

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

Work Remotely:
This role is based out of Indianapolis, IN and is fully on-site.

About Us
Infosys BPM Ltd., the business process management (BPM) subsidiary of Infosys Ltd.

(NYSE: INFY), was established in April 2002.

We offer integrated end-to-end transformative BPM services, and have journeyed through the table-stakes of effectiveness and efficiency with an ever-increasing focus on enhancing stakeholder experience and empathy.

We enable clients to navigate their digital journey, operating from 33 delivery centers across 14 countries.

We employ over 44,443 people from over 110+ nationalities, as of Dec, 2020.

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 NASSCOM, 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/National Origin