28 days old

Participant Services Client Relationship Manager

Infosys Limited
Scottsdale, AZ 85251
  • Job Code
    93643BR
Duties and Responsibilities

1. Manages staff. Provides guidance, training and motivation as necessary to develop staff. Hires, evaluates and counsels personnel. Follows corporate disciplinary procedures per established standards as required. Sets performance standards, reviews performance, provides feedback, recommends wage increases in accordance with all applicable Human Resources policies and procedures.

2. Manages the day-to-day contact center resources to effectively meet service objectives across skills, departments and with partners. Manages supervisory and other exempt level staff responsible for coordination of activities across multiple call centers. Makes recommendations and decisions regarding staffing strategies, skill management, call routing strategies, reporting and ongoing monitoring of daily call center activities. Includes budget implications related to overtiem and other departmental costs.

3. Coordinates sharing of resources across business units and departments. Reports on utilization of resources and service delivery; analyzes data for trends and makes recommendation for improvement based on their impact to staffing requirements. Assesses whether external or internal events have long-lasting implications which require a strategic solution (e.g., increase cross-training), or if the impact is short-term, requiring tactical solution (e.g., additional headcount).

4. Analyzes and recommends improvements to workflows and processes across multiple call centers. Initiates and manages workflow changes to ensure the highest level of service in terms of quality and timeliness. Develops close working relationships with all appropriate stakeholders both within and outside of department to meet service level commitments. Evaluates operational workflows to increase staff efficiencies. Negotiates resolution to understaffing situations on a day-to-day basis and offers alternatives for maximizing the benefit of excess staffing periods.

5. Serves as the liaison to telecommunications and works with them to identify potential solutions to business needs/challenges, ultimately making recommendations for improvement.

6. Develops and implements changes to departmental policies and procedures to meet changing business needs(i.e. changes to PTO or staff scheduling policies(flex-time, part-time)). Works closely with supervisors to develop and implement staffing and operational plans, including contingency and disaster recovery planning. Participates in the development of short and long range goals for the department.

7. Oversees the creation, development, and ongoing maintenance of reporting efforts for the call center. This includes internal reporting for individual performance metrics and broader analysis on trending for the department, along with reporting for external clients and other key stakeholders. Included in this are formal interactive dashboards, self-service reporting tools, and ad hoc data requests.

8. Leads and/or participates in special projects and performs other duties as assigned.

Qualifications
Basic

  • Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
  • At least 7 years of relevant work experience
Preferred
  • Undergraduate degree in business related field or equivalent combination of training and experience.
  • Contact center management and formal project management experience, including successfully managing a variety of projects from beginning to end.
  • Experience with telecom and workforce management systems (e.g. Genesys Cloud).
  • Ability to interpret and understand data, subsequently communicate findings and recommendations in an effective manner to gain needed buy in from key stakeholders.
  • Functional experience with data analysis and visualization tools such as Python, SQL, R, Power BI, and Tableau are highly preferred.
  • Industry/mutual fund knowledge preferred.
  • Exceptional leadership and interpersonal skills. Must demonstrate sound negotiating skills and assertive communication skills that foster consensus building.
  • Ability to work quickly and independently with attention to detail and sensitivity to deadlines.
  • Strong qualitative and quantitative analytical and problem solving skills.
  • Excellent written, oral and presentation 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).

COVID-19 Considerations:

Vaccination required.

Masks are required to enter the office. Extra screening, sanitation and disinfecting procedures are in place.

Work Hybrid:

This role is a hybrid position, working in the office and remote.

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. Travel may be required as per the job requirements.

About Us
Infosys BPM 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.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin





Posted: 2022-06-01 Expires: 2022-06-30
Sponsored by:
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Sponsored by:
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Participant Services Client Relationship Manager

Infosys Limited
Scottsdale, AZ 85251

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