Infosys BPO - Manager - Operations

Responsibilities:

- In Depth understanding of Service Desk operations. Good understanding of ITIL framework and processes.

- Focus on continuous service improvement, customer experience and Service Delivery

- Manages the day-to-day operation to ensure team is achieving the client and internal goals and objective

- Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently

- Ensures that contractual requirement for the engagement are met. Effectively Manages expansion of the engagement

- Analyzes the trends and plans accordingly, take proactive measures/actions to fix Risks before they issues

- Ensures seamless communication and interaction with the all internal & external stakeholders including the client. Acts as a contact and escalation point for all operational complaints and escalations

- Ensures that the team is staffed in accordance with the relevant contractual documentation and operational requirements

- Manages the whole operation with respect to people related matters, on the engagement level is responsible for retention and job satisfaction

- In cooperation with other functions ensures timely billing and engagement budget management as well as appropriate infrastructure for smooth functioning of the engagement.

- Represents Infosys and the engagement during meetings with existing and potential clients.

- Is responsible for team members satisfaction, including welfare events and teambuilding's.

- Employee shall deal with sensitive/financial information of a client/internal Infosys processes

- Work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.

Requirements:

- 5 years of relevant work experience in managing complex service desk engagement and client interactions

- Strong English Speaking and Written Skills

- Previous exposure to multicultural working environment is an advantage

- Good people management and customer handling skills

- Analytical skills

- ITIL certification would be desirable

Shift : 24x7 Rotational