Job Description

Job Description About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. Job Description:As Caller Center Operations Manager, you will directly oversee call center personnel to ensure positive morale and effective daily operations. You will serve our customer through the development and implementation of best cell center methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations. Position Summary: Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints. Prepares call center performance reports by collecting and analyzing call agents’ data. Evaluates individual performance reviews and overall team effectiveness with upper management. Helps call agents with challenging customer service issues. Monitors team performance and provide tools if necessary. Determines call center operational strategies by evaluating team results and objectives. Maintains and improves call center operations by monitoring system performance and identifying and resolving problems. Meets financial targets by estimating performance requirements and preparing annual budgets. Presents continual call center action plans and objectives. Required Skill Set: Minimum 5-7 years of experience in customer service or service desk environments. Proven (2-3 years) of experience as an operation manager in: customer service, service desk, call center environments. With minimum 150 agents. Excellent communication skills – C1 equivalent proficiency Displays excellent customer service skills and capabilities Good presentation skills and client Interfacing capabilities Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects Confidently communicates current performance and improvement ideas with client Technical SkillsHigh Knowledge of relevant applications and tools specific to Service Desk. Leadership skills (influencing, delegating and leading). Time management Data Entry Reporting skills. Budget planning Project management. Language:English proficient C1 level Job duties and responsibilities: Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments. Establish a high standard for productivity, quality, customer service as well as define user guidelines. Develop company systems for customer interaction and voice response and control the implementation process. Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures. Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations. Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses. Summarize, collect and analyze call center trends and data for regular performance reports. Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed. Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects. Willingness to work in rotational shifts Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.