I don't remember the interview process well as I've been working in Infosys for more than 7 years now. I met the HR manager and the center head and we talked about my language skills and work experience. I don't remember any details of the interview.
I'm responsible for a team of 14 people in a contact center environment. I monitor and control the daily performance and coordination of the team. I have to ensure all team members are well-informed and know what is expected from them. I do regular reviews with all team members about their performance and also do coaching when required. Additionally, I need to ensure that my team follows the schedule and training plan. I also meet my supervisor on a regular basis to review my team's performance.
Real-time management is a tough part of the job. I need to react quickly to the changing environment and conditions, we need to ensure that we respond to as many customers' queries as possible as the turnaround time is short in such an environment. Hence, we need to be flexible and we have to be able to quickly cancel planned activities like meetings and coaching. Also, organization of the work and coordination of the team + people management is a challenge as we need to strictly follow the plan. Therefore, all discussions with team members (meetings, coaching, one on one...) are done during planned slots and if not managed, they usually cannot be postponed/done during an alternate slot. One of the achievements is the fact that the team I'm responsible for achieves good quality (exceeded target over the last 8 weeks) and productivity results.
I have gone through many basic soft skills trainings, then also managerial training (coaching, leading skills) conducted in our Indian education center. For my current position as a Team Lead in technical customer service, I needed to go through product/technical training and Customer Service training. In my previous roles, I took part in Order Management training, Operational excellence, Six Sigma (certificate only), eSCM basics and many others.
Generally, all trainings were useful and moved me a step ahead. However, the best learning is the daily experience of working with people, technologies and customers.
I started in an Order Management position as a Customer Support Representative, was quickly promoted to a Team Lead, later to Senior Team Lead then to Deputy Operations Manager. I am now working in a Customer Service engagement as a team leader.