Team Lead- Participant Services
Company: Infosys BPM
Posted on: January 15, 2022
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
--- 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
--- 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
--- 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
--- Participates in special projects and performs other duties as
--- An undergraduate degree or equivalent combination of training
--- Minimum of three years call center operations experience or two
years call center management experience
Retirement Industry exp., Defined Contribution recordkeeping
Contact/Call Center Management experience
Client relationship management
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).
Masks are required to enter the office. Extra screening, sanitation
and disinfecting procedures are in place.
This role is temporarily remote until company's decision to return
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
Keywords: Infosys BPM, Scottsdale , Team Lead- Participant Services, Other , Scottsdale, Arizona
Didn't find what you're looking for? Search again!