Lead Analyst - Knowledge Services
IBPO Costa Rica
San Jose, Costa Rica
hace 1 día


In the role of Lead Analyst, understand customer issues, diagnose problems, design solutions and facilitate deployment, lead small projects, contribute to unit-level and organizational initiatives with the objective of providing high-quality and value-adding consulting solutions to the customer within the guidelines, policies and norms of Infosys.

In this role you will work towards the following -

  • Operations : Resource Planning (People, Infrastructure etc.)
  • The Lead Analyst Knowledge Services plans and monitors the resource deployment (Team Size, Span, Shift Utilization, Skill sets, Technology rollout) and ongoing monitoring for his specific process (es) in order to ensure budget and pricing assumptions compliance.

  • Operations : Manpower Training
  • The Lead Analyst Knowledge Services implements training need for TLs, and monitors training implementation for his team in order to ensure competency development across domain, operations and behavioral development.

  • Governance Planning (Internal and External)
  • The Lead Analyst Knowledge Services participates in internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance and relationship health.

  • Quality Planning (QC / QA)
  • The Lead Analyst Knowledge Services implements the quality plan including the quality control, assurance and improvement in order to create a comprehensive quality program for the specific process (es).

  • Performance Planning and Talent Management -
  • Signs off the scorecard for direct reportees, creates KRAs for team in order to align the team with the specific process objectives.

  • Compliance
  • Conducts periodic reviews with his team, monitors daily dashboards, and provides guidance and support to the team in order to ensure delivery predictability. Ensure process compliance.

    Location for this position is Costa Rica.


  • Bachelor’s Degree in any career stream
  • At least 6 years of experience in BPO sector working on data or voice processing
  • Preferred

  • At least 6 Years of experience handling service delivery / operational experience.
  • At least 6 years of experience working on Procurement contract drafting (comfortable with issue spotting, drafting / updating, negotiating (redlining on paper not person), escalating / proposing solutions)
  • Desired experience in execution and delivery of services in scope, mapping Client requirements, coordinating in developing and implementing processes in line with the pre-set guidelines
  • Monitors the overall functioning of the processes, identifies improvement areas and implements adequate measures to maximize customer satisfaction level
  • Drive the team, assign responsibilities and set the goals of the project
  • Excellent legal analytical and review and writing skills
  • Excellent written and verbal communication skills
  • Have experience in or comfortable with leading team through large scale process and system transformation and team expansion
  • Have experience managing and coordinating with global operations in multiple countries / regions
  • Strong experience in process operations and quality (six sigma certified would be an added advantage)
  • Deep understanding of quality processes and transformation initiatives
  • 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.

    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 14 countries spread across 6 continents, with 35,058 employees from over 80 nationalities, as of March, 2018.

    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.

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