Team Lead

ABOUT USInfosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. 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.Role: - Team LeadLocation: - Sydney (Parramatta)12 Months Full Time Contract Role (with possibility to extend)NOTE - Only applicants with Security clearance - NV1 will be considered for the role.JOB DESCRIPTION: -Manage service desk operations, supervising daily delivery and team performance. Motivate, mentor, and coach staff while ensuring process and knowledge compliance. Handle customer and client escalations, resource planning, and performance management. Drive governance, quality assessments, training, and process improvements to meet SLAs and enhance service delivery.Work Experience: -Any Graduate5+ years of BPO/Shared Service experience.2+ years of experience as team lead.Roles and responsibilities-Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issuesHandle User/customer escalations and formulate actions to resolve any concerns and ownership till resolutionRegularly formulate and execute internal and external governanceEffectively handle client escalations and formulate actions to resolve any concernsWork with the operations managers to obtain necessary resources like training and support for the team’s requirementsConduct quality assessment of team’ performance and formulate trends for performance improvement of agents & teamsEnsure that the team members have the necessary knowledge and training to effectively deliver on their targetsFamiliarize the team with the latest process update and changes, team and individual targetsIdentify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projectsskill set required-Decision makingConflict resolutionMotivationAdhere to SLA being completedInfosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to bpm.anz.careers@infosys.comPlease click on the Apply link below to upload your resume before the closing date.We reserve the right to withdraw this advertisement prior to the closing date.We respectfully request agencies not to forward unsolicited resumes unless requested.