Customer Service Team Lead

Infosys Brazil is looking for professionals with the profile of Customer Service Team Lead to join our team

Main activities and responsibilities:

• Demonstrates thorough knowledge of contractual commitments (SOWs, MSAs) pertaining to day to day operations and specific deliverables in order to ensure compliance.
• Demonstrates strong understanding of operational risks and liabilities for the engagement take corrective actions.
• Demonstrates working knowledge of unit management operations processes and tools ITSM, CRM, Financial planning, Quality management.
• Demonstrates strong knowledge of end-to-end staffing management practices to manage projects independently. Demonstrates strong knowledge of planning and forecasting tools to ensure adherence to project timelines.
• Applies strong knowledge of quality improvement techniques and models like lean, six sigma.
• Signs off on the training /certification methodology at the engagement level to ensure right skilling
• Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout)
• Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement
• Demonstrates strong understanding of alignment of own function drivers to short and long term business drivers and looks at driving greater efficiencies and effectiveness through optimization
• Continuously sets challenging goals for the teams and provides support to team by proactively anticipating road blocks and looking at means to improve them to delivery best organizational results

• Graduate. Any aditional technical degree/ diploma preferred.
• A minimum of 7 years of experience in Customer Service functions and 4 years in managerial roles with preferred experience of working in a Service Desk/ L1.
• Willingness to work in rotational shifts p roviding support to customers on their hardware, software, MDM, account and access requests.
• Proven experience in leading Customer Service / Help Desk ithin LATAM markets
• Strong communication and relationship-building skills
• Fluency in Portuguese and English, Spanish is a plus
• Ability to work with cross-regional teams and adapt to cultural nuances
• Strong organizational skills and attention to detail
• Proficiency with MS Office tools (Word, Excel, and Outlook)
• Ability to work effectively under pressure
• Strong emotional control and resilience
• Experience with shared services, customer operations, manufacturing or multinational organizations

Type of work: CLT, Flexible hours.
Benefits package:Transport vouchers, meal vouchers, childcare assistance, life insurance, funeral assistance, medical and dental insurance.
Career: Global work on national and international clients and/or projects, possibility of international career movement.