Incident Manager

Role Overview

The Incident Manager leads end-to-end incident handling affecting the contact center's operations, processes, and services. This includes coordination to lessen impact, prevent incident recurrence, and communicate with relevant stakeholders timely. The role requires maintaining comprehensive documentation of incidents with insights and lessons learned. Detailed analysis of recurring trends is essential for identifying failures in policies or controls.

Primary Responsibilities

• Manage incidents impacting contact center functions from start to finish.
• Implement preventive strategies to reduce future incident occurrence.
• Coordinate mitigation efforts to minimize incident impact and recurrence.
• Communicate accurate and timely information to employees and management.
• Keep detailed records of incidents, corrective actions, and lessons learned.
• Analyze incident patterns to pinpoint policy or control weaknesses.
• Evaluate the success of compensatory controls in place.
• Track and update status on issues found during engagements through monthly reports.
• Leverage knowledge of transformation tools and Robotic Process Automation (RPA) when applicable.
• Utilize proficiency in Excel, PowerPoint, and internal playbooks.

Compliance and Security

• Adhere strictly to the company's code of conduct, e-mail usage guidelines, and data security policies.
• Maintain confidentiality as per the Non-Disclosure Agreement.

Desired Skills and Attributes

• Experience or understanding of risk management, BPO operations, and internal audit procedures.
• Strong planning and organizational skills to manage tasks and projects efficiently.
• Excellent verbal and written communication capabilities.
• Inquisitive and observant nature with exceptional attention to detail to detect and resolve issues.
• Ability to perform well under pressure and adapt quickly to changing situations.
• Willingness and flexibility to travel as job demands.