Job DescriptionKey Responsibilities: ·
nIncident Management: Manage incidents end-to-end, impacting the contact center's operations, processes, and services ·
nPreventive Measures: Recommend preventive measures to minimize the risk of future incidents ·
nCoordinate actions to mitigate the incident's impact and prevent recurrence ·
nCommunication: Ensure timely and accurate communication with stakeholders, including employees and management ·
nDocumentation: Maintain detailed records of incidents, actions taken, and lessons learned in a timely manner ·
nAnalysis: Analyze patterns and trends to identify policy, procedure, or internal control failures · Effectiveness
nMeasurement: Measure the effectiveness of compensatory controls ·
nFollow-up: Monitor and report the status of issues and agreed actions identified during engagement work, reporting monthly status on issues ·
nAutomation: Knowledge of transformation tools and RPA (Robotics Process Automation) is preferable ·
nTechnical Skills: Proficiency in Excel,



PowerPoint and Playbook Information
nSecurity: · Adhere to the Teleperformance Code of Conduct, email usage policy, and customer information and data security policy. Comply with the Non-Disclosure Agreement.
nSkill Sets:
nRisk Management Practices/BPO Expertise/Internal Audit: Knowledge in these areas to effectively manage and mitigate risks · Planning and Organizational
nSkills:
nStrong ability to plan and organize tasks and projects efficiently.
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- Communication Skills: Excellent verbal and written communication skillsn
- Inquisitive and Observant: A keen eye for detail and a curious mindset to identify and address potential issues ·n

nAttention 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 workplace · Willingness to Travel: Flexibility to travel as required.

📌 Incident Manager (Nagar)
🏢 TP
📍 Nagar