Team Lead – Customer Service Operations

About the role

Infosys BPM is looking for a dynamic Team Lead to join its BGC operations. You will be responsible for driving performance, coaching agents, and ensuring high‑quality customer service delivery.

Key responsibilities

• Plan and manage team resources, career development, performance, and attrition.
• Coach, mentor and develop team members, addressing skill gaps and motivation issues.
• Handle user and client escalations, own resolutions, and ensure timely follow‑up.
• Execute internal and external governance processes and quality assessments.
• Collaborate with operations managers to secure training and support resources.
• Communicate process updates, set targets, and drive continuous improvement initiatives such as Six Sigma or Lean projects.

Required profile

• Minimum 4 years of customer service experience in the BPO/BPM industry.
• At least 3 years in a Team Leader role.
• Bachelor’s degree in any discipline.
• Willingness to work rotational/on‑site shifts in BGC and start immediately.

Required skills

What we offer

• Quarterly performance bonus.
• 24 leaves per year and a balanced work‑life environment.
• Learning and development training programs.
• Commitment to inclusion, diversity, and equal employment opportunity.