Incident Manager

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 · EffectivenessMeasurement: 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 InformationSecurity: · 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 OrganizationalSkills:. 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.