CS Practice Lead
Infosys BPM Limited
Pasig City, Philippines
6d ago
source : ictjob.ph

Are you ready to make an impact? Join Infosys BPM as CS Practice Lead and jumpstart your career!

Key Responsibilities :

Identifies opportunities and enable delivery of improvements in order to enhance productivity for a domain intensive process.

Improve domain specific process efficiency and effectiveness to enhance productivity and margins.

Governance compliance - ensure adherence to governance model.

Work with key stakeholders in order to set and manage domain delivery specific expectations

Provide inputs from a delivery perspective to SOW, RFP process. Provide inputs to transition team on domain specific SLAs.

Participate in initiatives to support Practice Lead to reach organizational objectives and improving competencies.

Partner with transition teams in solution and delivery excellence, transformational projects, to ensure a robust transition.

Key Requirements :

Candidate should have strong operations background especially with Customer Service and IT helpdesk / service desk clients

Should have managed large customer service accounts. Including understanding of SOWs, Service penalty structure etc.

Previous experience in managing day to day operations

Understanding and experience in managing and driving CS / Contact center metrics, SLAs etc.

Candidates who have experience in identifying and implementing Process improvements, transformational projects.

Good understanding of CRM tool and technology, knowledge on work force management

COPC and ITIL certification - would be an advantage

Excellent communication and analytical skills.

Proven work experience in Customer Service Engagement.

Client facing skills, ability to partner and work collaboratively

Experience in managing Service desk / IT helpdesk account.

Why Infosys :

Quarterly performance bonus.

Outstanding career development opportunities and fast track career progression.

Enjoy a fair work-life balance.

HMO and Life Insurance for employee and 2 dependents for free.

24 Leaves annually.

Inside the Central Business District area.

Use of Gym, pantry, karaoke room, sleeping quarters and other recreational facilities.

This is an URGENT requirement. Priority will be given to candidates who can start IMMEDIATELY.

Walk-in Candidates are WELCOME!

Infosys BPM Philippines Recruitment Bay

19th Floor BGC Corporate Center, 11th Avenue corner 30th Street

Fort Bonifacio, Taguig City, Philippines

Recruitment Hours : Monday to Friday 12 : 00 PM - 7 : 00 PM

Infosys BPM Philippines Recruitment Bay

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