Procurement Team Lead
Job Description Summary
Tempe, Az - Hybrid
As a Team Lead you will manage teams, ensure process compliance, resolution of escalation, knowledge management compliance with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview and written guidelines, policies and norms of Infosys BPM.
Role Responsibilities:
Daily Operations: Oversee the day-to-day activities of the customer support team, ensuring efficient handling of inquiries, timely responses, and adherence to company protocols.
Performance Monitoring and KRA Achievement: Ensure the team meets their Key Responsibility Areas (KRAs) by regularly monitoring performance metrics and providing guidance to team members as needed.
Coaching and Development: Provide ongoing support, training, and feedback to team members to enhance their customer service skills and career growth.
Quality Assurance: Review calls, emails, and other interactions to ensure high-quality customer service that aligns with company standards and provide feedback to maintain and improve quality.
Attendance and Schedule Management: Track team attendance, manage schedules to ensure adequate coverage, and address any attendance-related issues.
Escalation Handling: Serve as the point of contact for escalated issues, ensuring timely resolution and effective communication with customers and stakeholders.
KPI and SLA Compliance: Ensure the team meets Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) by monitoring metrics like response times, customer satisfaction scores, and resolution rates.
Process Improvement: Identify areas for operational improvement within the team’s workflows and collaborate with management to implement effective changes.
Reporting and Data Analysis: Generate and analyze reports on team performance, customer feedback, and other key metrics, presenting insights to management to guide decisions.
Team Morale and Engagement: Foster a positive work environment, encouraging collaboration and recognizing team achievements to maintain high morale.
