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 environment · Willingness to Travel: Flexibility to travel as required.

Incident Manager