Are you ready to make an impact Join Infosys BPM as an Assistant TL / Subject Matter Expert and jumpstart your career! This is for our BGC Site.
Key Responsibilities:
- Provide advance level support, fulfillment of timelines and advice to users ensuring maximum availability, performance and utilization of knowledge and information systems.
- Provide inputs for Problem management by leveraging best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling
- Own and provide recommendations for knowledge management by periodically reviewing knowledge articles and their usage. Classifying public, private, obsolete and restricted knowledge articles.
- Supports the team lead in identifying and developing training needs and contents, reviews and escalation with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of Infosys.
- Supports the tech agents by handling escalated tickets and coach them to improve their user handling skills.
- Transition Coordination Process definition & documentation
- Process & SLA Compliance
- Customer Interaction Escalation management
- Knowledge Management
- Identify Process Re-engineering/transformational opportunities and participate in the initiatives
- Provide support to TL in engagement activities like training, logistics, acting as SPOC, etc.
Key Requirements:
- Minimum experience of 2 years with relevant experience as an Assistant TL/Interim/SME for Financial Account (Preferred)
- Bachelor's degree graduate or equivalent experience
- Fraud, Collection, Care experience is preferred.
Willingness to work in rotational shifts
Why Infosys BPM Philippines:
- Quarterly Performance Bonus
- 24 Leaves annually
- Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire
- Outstanding career development opportunities and fast track career progression
- Enjoy a fair work-life balance.
- Learning and Development Trainings
- We value Inclusion and Diversity
