Assistant Manager - Customer Service
Assistant Manager - Customer Service
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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 highvolume inbound contact center. The right candidate will be a selfstarter with previous Leadership experience and a highlevel 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 daytoday 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 highvolume call center with direct reports
- Ability to work as liaison with other leaders to drive overall performance results
- Develop and lead a team of 1020 CSRs in a fastpaced environment
- Excellent organizational prioritization and followthrough skills
- Partner with Workforce Management to monitor realtime 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 bachelors 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 http://www.infosysbpm/mccamish located in Atlanta Georgia is the Life Insurance and Retirement Services subsidiary of Infosys BPM Limited. www.infosysbpm 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 reengineering systems and performing backoffice services at a reduced cost while reinforcing accuracy speed and security. Seven of the top ten US insurers are among Infosys McCamishs many BPM clients. Infosys McCamish has its operations spread across Atlanta GA and Des Moines IA in USA.
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
Required Experience:
Manager
Employment Type
Full Time
