Senior Process 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

Required Qualifications:

• 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 shiftsproviding 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 relationshipbuilding 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.

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills expertise and ideas from our innovation ecosystem.

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy childbirth or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.