Lead and manage a team of operations Team Leads, team leaders, and frontline agents to achieve performance targets and deliver exceptional service to clients.
Develop and implement operational strategies, policies, and procedures to optimise service delivery, maximise productivity, and minimise costs.
Provide leadership, guidance, and coaching to team members to foster a culture of accountability, continuous learning, and professional development.
Collaborate with cross-functional teams, including quality assurance, workforce management, training, and technology, to streamline processes, resolve issues, and implement best practices.
Proactively identify operational challenges, risks, and opportunities, and develop and execute action plans to address them effectively.
Conduct 1-2-1 with Direct Reports and regular team meetings/Performance development plans.
Monitor and analyse key performance indicators (KPIs), such as service level agreements (SLAs), average handle time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT), to assess performance and identify areas for improvement.
Ability to interface and influence the client.
Build and maintain strong relationships with clients, stakeholders, and partners to understand their needs, address concerns, and drive business growth.
Prepare and present regular performance reports, dashboards, and operational insights to senior management and clients.
Drive innovation and automation initiatives to enhance service delivery, improve efficiency, and elevate customer experience.
Ensure compliance with regulatory requirements, industry standards, and client-specific policies and procedures.

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.