Key Responsibilities: · Incident Management: Manage incidents end-to-end, impacting the contact center’s operations, processes, and services · Preventive Measures: Recommend preventive measures to minimize the risk of future incidents · Coordinate actions to mitigate the incident’s impact and prevent recurrence · Communication: Ensure timely and accurate communication with stakeholders, including employees and management · Documentation: Maintain detailed records of incidents, actions taken, and lessons learned in a timely manner · Analysis: Analyze patterns and trends to identify policy, procedure, or internal control failures · Effectiveness Measurement: Measure the effectiveness of compensatory controls · Follow-up: Monitor and report the status of issues and agreed actions identified during engagement work, reporting monthly status on issues · Automation: Knowledge of transformation tools and RPA (Robotics Process Automation) is preferable · Technical Skills: Proficiency in Excel,



PowerPoint and Playbook Information Security: · Adhere to the Teleperformance Code of Conduct, email usage policy, and customer information and data security policy. Comply with the Non-Disclosure Agreement. Skill Sets: Risk Management Practices/BPO Expertise/Internal Audit: Knowledge in these areas to effectively manage and mitigate risks · Planning and Organizational Skills: . Strong ability to plan and organize tasks and projects efficiently. · Communication Skills: Excellent verbal and written communication skills · Inquisitive and Observant: A keen eye for detail and a curious mindset to identify and address potential issues · Attention to Detail: Meticulous attention to detail to ensure accuracy and thoroughness in all tasks · Adaptability: Ability to adapt and perform well in a pressurized working setting · Willingness to Travel: Flexibility to travel as required.

📌 Incident Manager (India)
🏢 TP
📍 India