At a Glance
- Tasks: Lead a dynamic team, manage performance, and drive service quality in a fast-paced environment.
- Company: Join Infosys, a global leader in digital services and innovative technology solutions.
- Benefits: Enjoy 25 days holiday, sick pay, employee discounts, and access to training platforms.
- Other info: Flexible shifts and excellent career growth opportunities await you!
- Why this job: Make an impact by empowering businesses and communities through cutting-edge technology.
- Qualifications: 6+ years experience, strong leadership skills, and proficiency in MS Office.
The predicted salary is between 45000 - 55000 £ per year.
Infosys is a global leader in next-generation digital services and consulting, dedicated to empowering businesses and communities through innovative technology solutions. With extensive experience in managing complex systems worldwide, we focus on driving digital transformation powered by cloud and AI, fostering an inclusive environment where diverse talent can thrive.
Role Overview
The Assistant Manager – Team Lead is responsible for preparing service quality plans, managing team performance, ensuring process compliance, resolving escalations, and maintaining knowledge management standards. The role supports delivery predictability and ensures both client and internal commitments are consistently met within Infosys guidelines and policies.
Shift Pattern
This role requires flexibility to work across rotational shifts:
- 06:00 – 14:30
- 14:00 – 22:30
- 22:00 – 06:30
Qualifications & Experience
- 6+ years overall experience
- High School Diploma
- Minimum 12 months in a Team Leader role
- Experience in customer management (advantageous)
- Experience participating in internal and client reviews at a senior level
- Experience managing multiple processes or large teams (15+ team size)
Skills & Capabilities
- Strong leadership and team management skills
- Excellent organisational and follow-through ability
- High proficiency in MS Office (Excel, Outlook, PowerPoint)
- Strong change management capability
- Analytical thinking and problem-solving skills
- Strong communication and interpersonal skills
- Ability to manage stress and deliver results under pressure
- High attention to detail and numerical ability
- Proven track record in operational excellence (process improvement, risk management, stability)
- Ability to work independently with sound judgement
- Client Centricity & Business Metric Management
- SLA & Performance Management
- Analytical Ability
- Building High-Performing Teams
- Customer Orientation
- Business & Financial Management
- Contractual Management
- Operations & Process Knowledge
- Driving Organisational Results
- High Impact Communication
Areas of Responsibility
- Transition Management
- Support process definition and documentation
- Participate in transition activities for new or evolving processes
- Ensure team training and certification readiness
- Operations Management
- Plan and deploy resources (people, infrastructure, shifts, skillsets)
- Monitor utilisation and ensure alignment to budget and pricing assumptions
- Allocate work and manage shift planning
- Training & Capability Development
- Identify training needs across team members
- Drive implementation of training plans across technical, operational, and behavioural areas
- Quality & Performance Management
- Develop and manage service quality plans
- Define and monitor team KRAs and deliverables
- Conduct daily reviews, dashboards, and huddles
- Lead weekly SLA reviews
- People & Talent Management
- Manage and develop direct reports
- Drive engagement, motivation, and succession planning
- Manage customer interactions and resolve escalations
- Maintain strong client relationships
- Support governance activities (internal and external)
- Process & Compliance
- Ensure adherence to SOPs and process standards
- Maintain process compliance and update documentation as required
- Support audit readiness and compliance activities
- Identify process gaps and drive re-engineering initiatives
- Implement improvement plans to enhance CSAT
- Lead productivity and efficiency improvement projects
- Monitor billing accuracy and reduce losses
- Optimize resource utilisation and control cost leakage
- Knowledge Management
- Ensure adherence to KM systems and documentation standards
- Capture best practices, case studies, and learnings
- Build strong working relationships with peers and stakeholders
- Contribute to a collaborative and high-performing team culture
25 days holiday excluding Bank Holidays. Leave Year runs from April 1 to March 31. Sick Pay (3 paid Days in a 12-month period). Employee discounts – Perk Box. Access to training platform for PD – Lex. Pension – employer contribution 3% employee contribution 5% - total 8% of designated banding.
Assistant Manager in Warwick employer: Infosys BPM
Infosys stands out as an exceptional employer, offering a dynamic work culture that prioritises innovation and inclusivity. As an Assistant Manager, you will benefit from extensive training opportunities, a supportive environment for professional growth, and a competitive benefits package including generous holiday allowances and pension contributions. Join us in driving digital transformation while enjoying the unique advantages of working with a global leader in technology solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Manager in Warwick
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Infosys BPM. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Infosys BPM before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Assistant Manager in Warwick
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Infosys BPM:Your cover letter is your chance to shine! Tell us why you want to work at Infosys BPM specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Infosys BPM!
How to prepare for a job interview at Infosys BPM
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
