Job Description:

Job Title: Incident Task Force (ITF) Manager

Job Summary: The Incident Task Force (ITF) is responsible for managing incidents that impact the contact center’s operations, processes, and services. As the governing body for all critical incidents, the ITF recommends preventive measures to minimize the risk of future incidents. The Investigations Manager within the ITF will play a crucial role in investigating, ensuring compliance, security, and risk management within the organization.

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
• Coordination: 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