Team Lead- Contact Center (Bilingual Spanish)

Job Description:

As Team Lead for the Contact Center, you'll be the backbone of our daily operations. You'll supervise, coach, and manage the performance of Contact Center Specialists and Executives, ensuring they consistently deliver top-tier support to mobile app users and through phone, chat, and limited outbound follow-ups. Your focus will be on driving efficiency and cultivating a positive, high-performing team that's always striving for continuous improvement.
Job Responsibilities:

• Oversee daily operations to ensure efficient service delivery.
• Guide and develop team members through effective people management.
• Implement strategies to improve and sustain team performance.
• Monitor and ensure adherence to all SLA targets.
• Facilitate continuous improvement within the team's processes.
• Fluent in Spanish and English.

Basic Qualifications:

• High School Diploma or GED Equivalent
• At least 4 years of experience relating to the job description

Preferred Qualifications:

• Demonstrated leadership experience in a sales or service environment.
• Strong aptitude for optimizing operational workflows.
• Proven ability to coach and develop individual team members.
• Experience in consistently achieving and exceeding performance goals.
• Familiarity with upholding service level agreements.

Who We Are

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 44 delivery centers in 16 countries spread across 5 continents, with 59,443 employees from 108 nationalities, as of March, 2025.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

Client-provided location(s): Fargo, ND

Job ID: Infosys-137030BR

Employment Type: OTHER

Posted: 2025-08-04T03:38:07