InfosysLimited Hiring for Operations Manager, Call Center Job at Scottsdale, AZ Full Time

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

• 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, the business process management subsidiary of Infosys (NYSE: INFY), provides end-to-end transformative services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 32 delivery centers in 16 countries spread across 6 continents, with more than 38000 employees from over 80 nationalities, as of Nov 2019.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

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

Job Type: Full-time

Job Type: Full-time

Salary: $32.00 – $42.00 per hour

Schedule:

• 8 hour shift

Education:

• Bachelor’s (Required)

Experience:

• Genesys cloud: 1 year (Preferred)
• Microsoft Excel: 1 year (Preferred)

Work Location: One location