What are the responsibilities and job description for the Assistant Manager - Customer Service position at Infosys?
Job Description
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
Infosys McCamish Systems, (
U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity
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
- High School Diploma or equivalent
- At least 6 years of experience in the job description below
- 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
- skills bachelor’s or associate 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
Infosys McCamish Systems, (
U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity
