PURPOSE OF POSITION: The Site Lead IT works directly with the Teleperformance client base and owns the overall IT relationship between the clients IT department and Teleperformance. In most cases these are Teleperformances largest and most complex clients. The Service Delivery Manager (SDM) is the single point of contact and advocate for the client and their initiatives inside Teleperformance.

Our Site Leads are established and practiced client management professionals who are tasked to exceed customer expectations through increased communication, process and technology improvement, delivery of IT solutions. The SDM works directly with the IT Infrastructure/ SMEs teams to gain sponsorship for their initiatives, elimination of red tape, and exceeding client goals. Soft skills include account management expertise, communication, teamwork, collaboration, leadership, adaptability, and conflict resolution.

SDMs interact with their customers in many ways including phone, chat, Skype for Business, and face-to-face meetings.

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

Develop and maintain a strong relationship with assigned client(s).

Oversee all technical aspects of client(s) and their projects, including technology health.

Gain a thorough understanding of the client’s IT environment and initiatives.

Set deadlines, assign responsibilities, monitor, and summarize progress of project.

Prepare reports for upper management regarding status of client(s) and their project(s).

Become familiar with and demonstrate a variety of contact center concepts, practices, technology, and procedures.

Drive overall client satisfaction.

Rely on experience and judgment to plan and accomplish goals.

Lead and direct the work of others, requiring a wide degree of creativity and latitude.

Coordinate with the internal IT teams in order to provide timely delivery of projects/tasks as per client’s request.

Hold regularly scheduled meetings for process review, open items, and task review.

Be accessible, approachable, and responsive to client requests.

Perform other related duties and assignments as required and as assigned by supervisor or manager.

Thrive as a team player in a fast-paced, high-energy, change-oriented environment.

Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc. Ensure exceptions or infractions are escalated to management appropriately.

Participate and address production affecting outages specific to assigned client(s).

Evaluate client(s)



projects and offer technical solutions to fill gaps and improve performance.

Assist with completing and updating technical documentation.

Assist in facilitating client(s) and internal audits of the client(s) technical requirements.

Work during primary client(s) hours of operation.

Occasional on-call or after-work hours may be required to serve the customer.

Travel as needed

ROUTINES

Daily routine work of BAU monitoring, checking and handling the team, Checking Services, Updating new patches as and when release by Mcafee and other third party for Back office and different project servers.

Managing security products like Antivirus, Content Security, Asset Inventory.

Leading the team within Service Delivery and desktop engineers.

Analytical skills in troubleshooting Network, server and Voice (Dialer) related issues.

Maintaining the desktop checklist and documents as per company policy.

Maintaining the standard security company policies on servers/Applications.

Co-ordinations with vendors/ clients for support and services or recent projects. Investigating for any new software/product useful for Teleperformance / Project.

Adherence to norms specified by COPC certification and BS7799 specifications

Monitoring security of various systems and ensuring their smooth functioning. Other responsibilities include:

Adding and configuring new workstations

Setting up user accounts via SD tool

Installing system-wide software

Performing procedures to prevent the spread of viruses

INFORMATION SECURITY

General Security Responsibilities

Adhering to Information Security Policies and Procedures of TELEPERFORMANCE

Ensuring compliance to Information Security Policies and Procedures

Specific Security Responsibilities

Ensure reportees comply with the security policy and procedure of TELEPERFORMANCE

Understand and Comply with Information Security Policies and Procedures and report all security incidents.

Protect information entrusted to you.

Follow the information labeling and handling procedures based on the classification level of the asset.

Follow the Clear Screen and Clear Desk Policy.

Adhere to the Internet Code of Conduct,



email usage policy and customer information and data security policy.

Comply with the Non-Disclosure Agreement.

COMPETENCY FRAMEWORK – Service Delivery

Planning

Demonstrates clear planning skills. Translates business objectives into functional activities. Sets goals and processes and organizes resources to ensure that the desired results are met

Analytical Thinking

Makes constructive use of the information at his/her disposal. Is sensitive to the business environment and evaluates Teleperformance’s possibilities in terms of products/ processes/ services/ systems.

Decision-Making

Proactively seeks and accurately evaluates the available data. Anticipates outcomes and implications.

Chooses the optimal solutions from all those available and implements the necessary actions in a timely manner.

Customer Focus

Is highly customer oriented. Makes serious efforts at understanding client needs and ensures customer expectations are met in every interaction.

People Management

Manages associates’ aspirations and facilitates associates’ development by effective interventions. Ensures key performance measures are met.

Communication

Produces clear and effective documentation and communication. Is able to make accurate interpretations of complex material.

Team Leading

Is an effective team player and team leader. Guides and supports the efforts of team members towards the achievement of the team objectives. Is proactive in avoiding or resolving conflicts.

Quality and Improvement orientation

Is proactive in ensuring that learning is shared and that quality and other key matrices are improved upon.

Resilience

Maintains effective work behavior in the face of pressure and setbacks. Successfully adapts to changing demands and conditions.

Initiative and Commitment to Achieve

Is proactive and self-starting; Seizes opportunities, originates action and actively influences them.

Demonstrates a willingness to excel against all odds.

QUALIFICATIONS

Bachelor’s degree or equivalent experience

5-7 years of experience in the IT side of the Call Center industry.

Demonstrated technical problem-solving proficiency

Excellent customer service and communication skills, both verbal and written The ability to multi-task and work under stress to meet deadlines

Detail oriented with strong organizational skills

Experience with managing timelines, resources, and tasks

Proficiency in Microsoft Office Applications

Presentation skills

📌 Site Lead -IT || Noida
🏢 TP
📍 Noida