What are the responsibilities and job description for the Call Center Operations Manager position at Infosys McCamish Systems?
Call Center Assistant Manager
Infosys McCamish
Des Moines, IA
The Operations Assistant Manager role is an integral member of the team. Within our group, the team includes other functional roles that provides a career path for the right candidate.
The primary responsibilities of the Operations Assistant Manager is leading a high-volume inbound contact center. The right candidate will be a self-starter with previous Leadership experience and a high-level knowledge of Annuity and Life Insurance products. They aspire to be a Subject Matter Expert on our processes and procedures and using multiple systems to manage the timeliness and quality of day-to-day call center activities.
Location for this position is Infosys McCamish, Des Moines, IA.
Qualifications
Basic
Previous Leadership experience leading a high-volume call center with direct reports
Ability to work as liaison with other leaders to drive overall performance results
Develop and lead a team of 10-20 CSRs in a fast-paced environment
Excellent organizational, prioritization and follow-through skills
Partner with Workforce Management to monitor real-time adherence and SLAs
Own relationship with the client for all call center related activities
Analyze and identify process improvements within our team
Coach and manage to KPIs and monitor department production
Field customer complaints and escalations while working towards resolution
Drive a culture of accountability towards positive business & customer experience results
Preferred
Bachelor’s or Associate’s degree preferred
At least 2 years of experience in BPO Leadership managing associates (remote & onsite)
Annuity and Life Insurance experience preferred
Excellent oral and written skills communication skills
Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.
About Us
Infosys McCamish Systems, (http://www.infosysbpo.com/mccamish) located in Atlanta, Georgia, is the Life Insurance and Retirement Services subsidiary of Infosys BPO Limited. (www.infosysbpo.com) Infosys McCamish was started in 1985 as a virtual insurance company and went to market as a commercial services provider in 1995. It has an outstanding business perspective and an exemplary track record that no other outsourcer of business solutions can claim – generating US$16 billion of recurring premium in less than five years as a virtual insurance company. Infosys McCamish has expert technology and outsourcing credentials, along with a proven business model for re-engineering systems and performing back-office services at a reduced cost, while reinforcing accuracy, speed and security. Seven of the top ten US insurers are among Infosys McCamish’s many BPO clients. Infosys McCamish has its operations spread across Atlanta GA and Des Moines IA in USA.
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