Assistant Manager - Costa Rica - Verizon
Infosys BPM
San José
hace 4 días

Job Description

Assistant Manager Costa Rica

In the role of Assistant Manager, you will be responsible for preparing the service quality plan, manage the team, ensure process compliances, resolution of escalations, Knowledge Management Compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under 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.


  • High School Diploma or GED Equivalent
  • At least 6 years of experience in BPO sector working on data or voice processing
  • Strong command in English Language, C1 level
  • Preferred

  • At least 6 year of experience in handling BPO processes.
  • Knowledge of client business domain and working knowledge of engagement financials i.e. managing cost of operations, margins, revenues and productivity.
  • Participating as a part of the transition team to prepare or review process definition and documentation for the specific processes within the purview
  • Coordinating trainings with the training team to ensure right skill sets are available to support the customer
  • Interviewing Customer Service reps based on behavioral and professional competency requirements
  • Preparing or signs off on KRA / Deliverables for the reps, specialists
  • Implementing career development / succession plans for direct reports and SMEs
  • Monitoring daily, weekly, monthly dashboards to ensure compliance of agreed SLAs
  • Formulating actions plans to improve customer satisfaction scores, agreed SLAs with the client
  • Allocating or supervising allocation of work to agents without impacting the agreed turn around
  • Resolving escalations in a timely manner in the process in order to ensure strong customer relationship
  • 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 asBPM strategists.

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