Customer Service Team Lead

Infosys Brazil is looking for professionals with the profile of Customer Service Team Lead to join our team

Main activities and responsibilities:

• Demonstrates thorough knowledge of contractual commitments (SOWs, MSAs) pertaining to day to day operations and specific deliverables in order to ensure compliance.
• Demonstrates strong understanding of operational risks and liabilities for the engagement take corrective actions.
• Demonstrates working knowledge of unit management operations processes and tools ITSM, CRM, Financial planning, Quality management.
• Demonstrates strong knowledge of end-to-end staffing management practices to manage projects independently. Demonstrates strong knowledge of planning and forecasting tools to ensure adherence to project timelines.
• Applies strong knowledge of quality improvement techniques and models like lean, six sigma.
• Signs off on the training /certification methodology at the engagement level to ensure right skilling
• Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout)
• Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement
• Demonstrates strong understanding of alignment of own function drivers to short and long term business drivers and looks at driving greater efficiencies and effectiveness through optimization
• Continuously sets challenging goals for the teams and provides support to team by proactively anticipating road blocks and looking at means to improve them to delivery best organizational results

Required Qualifications:

• Graduate. Any aditional technical degree/ diploma preferred.
• A minimum of 7 years of experience in Customer Service functions and 4 years in managerial roles with preferred experience of working in a Service Desk/ L1.
• Willingness to work in rotational shifts p roviding support to customers on their hardware, software, MDM, account and access requests.
• Proven experience in leading Customer Service / Help Desk ithin LATAM markets
• Strong communication and relationship-building skills
• Fluency in Portuguese and English, Spanish is a plus
• Ability to work with cross-regional teams and adapt to cultural nuances
• Strong organizational skills and attention to detail
• Proficiency with MS Office tools (Word, Excel, and Outlook)
• Ability to work effectively under pressure
• Strong emotional control and resilience
• Experience with shared services, customer operations, manufacturing or multinational organizations

Additional information:

Type of work: CLT, Flexible hours.
Benefits package:Transport vouchers, meal vouchers, childcare assistance, life insurance, funeral assistance, medical and dental insurance.
Career: Global work on national and international clients and/or projects, possibility of international career movement.

Client-provided location(s): Belo Horizonte, Brazil

Job ID: Infosys-151781BR

Employment Type: OTHER

Posted: 2026-08-11T18:42:06