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Team Lead- Participant Services

Company: Infosys BPM
Location: Scottsdale
Posted on: January 15, 2022

Job Description:

Team Leader, Participant Services
Scottsdale, AZ ,Malvern,PA and Charlotte,NC

Purpose for the role:
Leads a team responsible for ensuring the operational results of their business are achieved through the effective management of all crew resources. Partners with Relationship Manager and Clients to determine both tactical and strategic operational plans, and effectively communicates the operational approach with all appropriate contacts.

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:
Retirement Industry exp., Defined Contribution recordkeeping
Contact/Call Center Management experience
Client relationship management
Problem resolution
Process improvement
Coaching/Mentoring
Risk mitigation
Conceptual thinking
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).

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 temporarily remote until company's decision to return to office.
About Us
Infosys BPM, the business process management subsidiary of Infosys (NYSE: INFY), provides end-to-end transformative 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 32 delivery centers in 16 countries spread across 6 continents, with more than 38000 employees from over 80 nationalities, as of Nov 2019.
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/National Origin

Keywords: Infosys BPM, Scottsdale , Team Lead- Participant Services, Other , Scottsdale, Arizona

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