Lead-Client Operations & Services
San José
hace 3 días

Job Description

Lead-Client Operations & Services Costa Rica

In the role of Lead-Client Operations & Services , you will be responsible for Coordinating with the transition team, plan and monitor the resource deployment, review the daily operations dashboard, staff planning, work allocations, governance adherence and interacts with the client with the objective to deliver target delivery model ,ensure delivery predictability and enhance client satisfaction for the processes within 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 reengineering, resource optimization and overall governance of the team.

Location for this position is Costa Rica.


  • Bachelor’s Degree in any career stream
  • At least 8 years of experience in BPO sector working on data or voice processing
  • Advance level in English language C1 minimum
  • Preferred

  • Knowledge of client business domain and working knowledge of engagement financials i.e. managing cost of operations, margins, revenues and productivity.
  • At least 8 year of team handling experience in call center processes.
  • Plans and monitors the resource deployment (team size, span, shift utilization, skill set) and ongoing monitoring of specific process in order to ensure budget and pricing assumption compliance
  • Identifies the training needs for leads, review the training plans created by leads for employees and monitor its implementation
  • Reviews the service quality plan including quality control, assurance, and improvement in order to create a comprehensive quality program
  • Formulate and sign off the score cards for team members, create KRIs in order to align the team with the process objectives
  • Implement Career development, succession plan for direct reports in order to ensure sustainable employee engagement and motivation within the team
  • Review process compliance and sign off on standard operating procedure compliance
  • Conduct periodic reviews with the team, monitors dashboards, provides guidance and support to the team in order to ensure delivery predictability
  • Handles level 2 / 3 escalations with the process owners, forms informal network within the client organization and anticipate plans for future challenges with the team to ensure strong customer relationship
  • Implements corrective actions based on review, monitors billing losses, reduce buffers in order to meet financial objectives
  • Identify or implement identified process transformation opportunities
  • Provide input from operations perspective to the statement of work in order to complete or modify the contractual processes
  • Reviews the staffing plan and work allocation plan in order to achieve production targets
  • Create improvement plan with the leads and customer to increase customer satisfaction
  • Desired Skill :

  • L1 / L2 technical helpdesk
  • 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.

    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

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